Work Tickets represent a part of a Case's scope, which can be assigned to a User(s) and scheduled. Work Tickets log all status transitions and updates made to the Work Ticket, while also rolling that information up to the associated Case record. Presently, the management of Work Tickets is only supported by the mobile client's Maintenance Mode UI. Work Ticket features and functionality are in development for Construction Mode. 

This article provides information and guidance on the following topics related to Work Ticket management in Maintenance Mode.

Creating a Work Ticket

In Job Connect, new Work Tickets can be manually created, via the Case details, for all non-PM Cases. For PM Cases, Work Tickets can be automatically created by the PM Task Generator based on PM Group configurations. 

This section focuses on manual Work Ticket creation from the Case details. Reference Case Views for information on accessing and navigating Case details.

A Case Workflow may restrict Work Ticket creation in certain Case Statuses.

Once you have accessed the Create Work Ticket form, via the Case details, use the following illustrations and guidance to complete the form and create a new Work Ticket.

1. Contract and Work Ticket Category will be prepopulated based on the associated Case record.
2. For Priority selection, tap the chevron to select the appropriate Work Ticket Priority.
3. Once a Priority is selected, additional form fields will be presented. An asterisk ( * ) indicates the field is required.  See the images below for field-specific guidance.
4. Once all required fields are populated, tap the Done button located in the top right corner of the Create Work Ticket form.

Locating Existing Work Tickets

Users can search, select and open existing Work Tickets from multiple views within Job Connect's maintenance mode UI.

• Managing Work Tickets
• Case Details View
• Timeline View

Updating a Work Ticket

Work Tickets follow a defined workflow, which goes through a sequence of milestones referred to as statuses. This workflow is configured for each Work Ticket Category by the Instance Administrator. Job Connect allows the project team to keep a complete and accurate history of the steps taken to complete each Work Ticket and rolls those updates into the associated Case record. Some actions may change the status of the Work Ticket in accordance with the configured workflow. Other actions may update the Work Ticket details or scope but do not result in a status change. Therefore, there are two kinds of Work Ticket updates, basic updates and status transitions.

Basic Update

Basic updates do not change the status of the Work Ticket. To initiate a basic update:

1. From a Work Ticket view, tap on the desired Work Ticket to open the corresponding Work Ticket details view.
2. Tap on the Work Ticket Action icon in the top right corner of the viewing pane.
3. From the Action drop-down menu, select Update.
4. You will be presented with a Work Ticket Update form. Enter updates as needed:
   1. Effective Time - By default, the Update Effective Time is set to the current time. Edit date and time as needed. Note: this Effective Time can not be set before the time of previous updates.
   2. Enter Comments about the Work Ticket update. Comments are required with every Work Ticket update.
   3. Under Add Media, create any necessary attachment(s) for the Update.  Select file source(s):
      1. Photo - Use to capture single photo.
         1. Tap Photo icon to activate the device's camera.
         2. Take the photo.
         3. Select Retake or Use Photo.
         4. Upon clicking "Use Photo", you will be returned to the Work Ticket Update form, where the captured photo is displayed under the Associated Media section.
      2. Multi-Photo - Use to capture multiple photos.
         1. Tap the Multi-Photo icon to activate the device's camera.
         2. Take the first photo.
         3. Select Retake or Use Photo.
         4. Repeat steps 1 and 2 for subsequent photos.
         5. Once all necessary photos have been captured, click "Cancel" in the lower right corner of the screen.
         6. You will be returned to the Work Ticket Update form, where the captured photos are displayed under the Associated Media section.
      3. Camera Roll - Use to attach existing photos from the device's Camera Roll.
         1. Tap Camera Roll icon to access device's Camera Roll.
         2. Select one or more photos by tapping on each.
         3. Tap "Select (#)" in top right corner of the screen.
         4. You will be returned to the Work Ticket Update form, where the Cameral Roll photos are displayed under the Associated Media section.
      4. Another App - Use to attach files from other device applications. 
         1. Tap the Another App icon. A dialogue box will instruct you to open the third-party application.
         2. Open the application and select the file.
         3. Use the application's "Share" button to copy the file to Job Connect.
         4. Return to Job Connect and tap the file name, which should appear above the Another App instructional message.
         5. The copied file should then appear in the Associated Media section of the Work Ticket Update form.
      5. Video - Use to capture a 15-second video using the device's camera.
         
         1. Tap the Video icon.
         2. Focus the device camera on the intended subject.
         3. Tap the camera icon at the bottom of the screen.
         4. A 15-second timer in the corner of the screen will count down the recording time.
         5. Press the play icon to review your video.
         6. Tap "Use" to use the video in your Case update; or tap "Retake" to film again.
         7. Upon tapping "Use" the video file will then appear in the Associated Media section of the Work Ticket Update form.
   4. Select Assignee - Update the User(s) responsible for this Work Ticket, as necessary. Multiple Users can be selected. To remove an erroneous selection, simply swipe left on the User Name to delete.
   5. Add Activity - Associate Activities with the Case, as needed, with the update. See Managing Activities for more information and guidance. The logged Activity will apply to all Assignees.
   6. Add Materials Usage - Add materials used while performing work.
   7. Add Miscellaneous Expenses - Add miscellaneous expenses. 
5. Once all required fields are updated, "Done" will display in blue in the top right corner of the Update form.
6. Tap Done to save your Work Ticket update.

Status Transitions

To transition a Work Ticket to a new status, use the available status transition options displayedc within the Work Ticket Action drop-down menu. The status transition options are named for the corresponding workflow activities (e.g., "Acknowledge", "Suspend", "Complete", etc.) To initiate a status change:

1. From a Work Tickets view, tap on the desired Work Ticket record to open the corresponding Work Ticket details.
2. Tap on the Work Ticket Action icon in the top right corner of the viewing pane.
3. From the Action drop-down menu, select the desired status transition option.
4. You will be presented with the corresponding status transition form, which closely resembles the basic Work Ticket Update form. Please reference standard field guidance above. 
5. Once all necessary fields are populated or updated, tap Done in the top right corner of the form.

Related Topics

The following pages offer additional information and guidance on related topics.

Managing Cases

Completing Work Forms

Managing Activities