Work Ticket views display Work Ticket records. A Work Ticket represents part of a Case scope, which is assigned to a responsible party (i.e., User) and scheduled. Work Tickets allow for more granular assignment and scheduling of the work activities contained within the scope of a Case. Work Ticket records contain basic details (e.g., Work Ticket Number, Description, Scheduled Time, etc.), information about the associated Case and, sometimes, Work Forms for the assigned User to populate. Each Work Ticket has a defined workflow, which dictates how the Work Ticket can move from one status to another. A Work Ticket's Workflow is defined by the Instance Administrator and determined by the associated Case's Category. That is, Work Tickets associated with different Case Categories may have different workflows.
Maintenance Mode offers four different Work Ticket views, which allow the user to easily navigate Work Ticket records.
This article will cover the following topics related to Work Ticket views.
Work Ticket View Options
Selecting Work Tickets from the Main Menu will display the My Work Tickets view. This is the first of four Work Ticket view options, which the User can easily navigate between using the view options toolbar at the bottom of the viewing pane.
Work Ticket View | Icon | Details |
|---|---|---|
| My Work Tickets |
| The My Work Tickets view displays only those Work Tickets that are assigned to the User. The My Work Tickets view is the easiest way for Users to identify scheduled work that is assigned to them. |
New Work Tickets |
| The New Work Tickets view displays all Work Ticket records that are in their initial, or new status. This list displays New Work Tickets, regardless of assignee. |
| Pending Work Tickets |
| The Pending Work Tickets view displays all Work Tickets that are in a Pending Status, which means any Work Ticket that is not in a closed status. This view displays Pending Work Tickets, regardless of assignee. |
| Global Work Tickets |
| The Global Work Tickets view displays all Work Tickets that were downloaded to the device, in any status. This view displays Work Tickets, regardless of assignee. |
Work Ticket View Commands
Regardless of which Work Ticket view is active, two view command icons will be consistently positioned in the top right corner of the viewing pane. These icons allow Filter and Sort functionality.
View Command | Icon | Details |
|---|---|---|
| Filter |
| The Filter command allows the User to refine the records displayed by applying filters. The User can filter by Category, Status, and Scheduled Date.
Each filter can be turned on or off via the Filter drop-down menu. Applying Filters - When a filter is on, the filter drop-down menu will expand to display all associated filter options. Tap a filtering option to apply it. Each applied filtering option will display a check mark. Only Work Tickets that match the selected filtering option(s) will be displayed within the view. With the Filter by Category or the Filter by Status filter(s) on, a large list of Categories or Statuses may push some filtering options or the Filter by Scheduled Date off the screen. Scroll to the bottom of the menu to access the Filter by Scheduled Date filter. |
| Sort |
| The Sort command allows the User to control how the Work Ticket records are listed within the active view. The User can sort the list of Work Tickets, ascending or descending, based on Scheduled Date, Priority, or Status.
|
Work Ticket Details View
Tapping on any Work Ticket record, listed within a Work Ticket view, will open the corresponding Work Ticket details, which will be titled "Work Ticket: <Work Ticket Number>". Work Ticket details offer five view options, each displaying a different set of information relevant to the Work Ticket.
Upon selecting a Work Ticket record, the General details view is displayed Initially. This view presents general Work Ticket details, as well as details about the associated Case record. The User can easily navigate from one Work Ticket details view to another using the view options toolbar at the bottom of the view. Navigate between General, Activities, T&M, Updates, and Attachments. Each view is described in the table below.
Users will rely on Work Ticket details to inform their daily work activities, capture updates, track progress, and maintain their work schedule.
Work Ticket Details View Options
Work Ticket details are presented in the following five views:
View Options | Icon | Details |
|---|---|---|
| General |
| The General information view displays basic information about the Work Ticket, including associated Case Category, Case Number, Summary, Contract, Job Number (if configured), Not to Exceed (NTE) amount (if configured), Location, Created Date, Scheduled Date, Updated Date, User Assignment(s), and Work Ticket Description. If the Work Ticket category is configured to include Work Forms, this view will also contain links for the User to open and complete those forms. Depending on the workflow configuration, Work Form(s) completion may be required before the User can transition the Work Ticket to another status. |
| Activities |
| The Activities view displays all Activities logged for the selected Work Ticket, and offers the option to add new Activities. Activities capture the time spent performing various categories of work in support of a Work Ticket. See Managing Activities for more information and additional guidance. |
| Time and Materials (T&M) |
| The Time and Materials view displays all Material Usage, Billable Activities, and Miscellaneous expenses for the selected Work Ticket and offers the option to add new items or edit and delete existing records. Note: This details view is only visible if the Contract is configured to allow the tracking of billable labor, material usage, and miscellaneous expenses. |
| Updates |
| The Updates view communicates the Work Ticket history by logging all changes to the selected Work Ticket record. Updates may include Work Ticket assignment, status transitions, changes in scope, file attachments, associated Work Form updates, and more. See Managing Work Tickets for more information on updating a Work Ticket record. |
| Attachments |
| Work Tickets support file upload and allow the User to upload photos, PDFs, and other attachments. The Attachments view displays all file attachments associated with the selected Work Ticket record. |
Work Ticket Details View Commands
View Command | Icon | Details |
|---|---|---|
| Refresh/Synchronize Record |
| When network connectivity is available and active, the Refresh/Synchronize icon allows Users to perform a data sync on just the active Work Ticket record. This is a useful tool to ensure that you are viewing the most current Work Ticket details without having to perform a full Sync Data download. Tapping the Refresh Record button before and after updating a Work Ticket is a great way to ensure you have the most up-to-date information and avoid data loss or synchronization errors. |
| Camera |
| The camera icon enables the mobile device camera, allowing the User to quickly capture and add a photo attachment to the selected Work Ticket record. |
| Action Menu |
| The Action drop-down menu offers access to Work Ticket update options. The Action menu offers links for all available status transitions, Work Ticket Update, and Add Activity. The available status transitions will vary based on Work Ticket Category and current Work Ticket Status. 
See Managing Work Tickets for more information and guidance on updating Work Ticket records. See Managing Activities for more information and guidance. |
Related Topics
The following pages offer information and guidance on related topics.