Service desk (tickets)

A ticket is a fault, an incident, a request or a piece of work. It is linked to the equipment it affects and the documents that help.

Report a fault or ask for something

1. + New → Ticket (on the phone: the Tickets tab → New ticket, then scan the equipment it is about).
2. Title: one line saying what is wrong (“Ion pump GUNSIP01 current rising”).
3. Type: an operational incident, a request, a task… The type decides the ticket’s workflow.
4. Description: what you saw, when, what you already tried. For an incident, say when it happened.
5. Objects: Link an object… to the equipment affected (the checklist suggests the ones your text names). Link a document… for a procedure that applies.
6. Priority and, if you know it, the Assignee. Create the ticket.

Write a useful description

Include what you observed and the exact alarm message, what you expected, when it happened (with the time zone), the keys of the equipment involved, the effect on operation, the checks you made and their results, and any readings or screenshots. Write possible causes as unconfirmed hypotheses.

Example: “Pump GUNSIP01 showed rising current at 10:15 Europe/Rome on 9 October 2026. The cause is unknown. A trend screenshot is attached. No intervention has been performed.”

Record when the incident happened separately from when you report it, especially if the equipment has been replaced since. For a request, say what you need, what is hard today and what it would change. Remove credentials from attachments.

On the phone you can attach a photo, a video, a recorded note or where you are to the ticket.

Work a ticket

• Tickets lists them, filtered by type, state, assignee, text and the type’s fields; Board shows the same tickets in columns by state (drag one to move it on).
• Open a ticket to comment, attach files, link more objects or tickets, and move it on: the buttons show the moves its workflow allows from where it is, and what each needs (an assignee, a resolution, a comment).
• Related by meaning lists other tickets, documents and equipment whose written knowledge is about the same thing: an earlier fault fixed the same way, a procedure that applies. Each is a lead to check.
• A state with a time limit (SLA) escalates a ticket that stays in it too long.

Workflows

Tickets → Tools → Workflows (or ⚙ Workspace settings → Ticket workflows) shows each ticket type’s states (open, active, waiting, done), the moves between them and what a move needs. Tickets of a type with no workflow use the built-in one: New → In Progress → Pending → Resolved → Closed.

If a ticket cannot move to the next state

Check the moves offered and give what they need: an assignee, a comment or a resolution. Ticket types can have different workflows. If an action is missing because of your rights, check My account.

Record a useful resolution

Record the confirmed findings, the work done, the equipment involved, the checks that show the result, what remains to do and the procedure used. Say so when the cause is still unknown: restoring operation and finding the cause are different outcomes.

Use the same ticket for follow-up on the same problem. Before confirming it resolved, repeat the original task or the applicable check, and record the result.

Notifications

You are told about a ticket you reported, are assigned, watch, or are @mentioned in: a new assignment, a move to another state, a comment, and a change to its title, description, priority, due date, equipment or fields. Watch or stop watching any ticket from its page. You are never told about a ticket you may not read, nor about what you did yourself.

Follow a piece of equipment or a document (the Follow button on its page, the bell icon in the app) to be told of each change to it: an edit, a label, a file, a comment; for a document, a new revision, a review, an approval, a publication, a retirement. The author of a document follows it from the start.

A revision sent for review asks the people who can approve it — the document’s owner and whoever may approve documents in the workspace, never its author — with Review requested.

Your notifications come from every workspace you can open, whichever workspace you are in: each says which workspace it is from, and opens there.

You can also ask to hear about everything new in a workspace: on the web, My account → Notifications (account menu, top right); in the mobile app, Settings → Notifications. For each workspace you can open, switch on New tickets, New and published documents or New equipment. They are off until you choose them.

By e-mail

When the installation has a mail server, your notifications also reach you by e-mail — each one as it happens, unless you choose otherwise in My account → Notifications:

• Once a day, in a digest: everything since the last one, in one message, in the morning (7:00).
• Never: only in the app.
• What to e-mail: leave out whole kinds — changes to tickets you watch, overdue items, changes to what you follow, what is new in the workspaces you subscribed to. Assignments, mentions and review requests are a kind of their own.

Each message links to its page, opened in its workspace. Send me a test message checks that mail reaches you. The app keeps every notification whatever you choose for e-mail.

• On the web, the bell at the top lists your notifications.
• On the phone, the bell on Home lists them, and Show news on this phone (same Settings page, or Turn on on Home) shows them as phone notifications: while the app is open, every couple of minutes and when it comes back to the front; while it is closed, about every 15 minutes on Android, and when the system allows on iOS. Tapping one opens what it is about. It is off until you turn it on: without it, the phone shows nothing outside the app.
• On the phone, Your tickets on Home lists your open tickets in every workspace: assigned to you, reported by you, watched.

On the equipment’s side

An asset’s page lists its tickets, and a ticket is counted on the unit that was installed when the incident happened, so a swapped unit keeps its own history.