Trouble Ticket Management

Introduction

The “Trouble Ticket Management” subsystem ensures transparent management of street lighting issues. For example: a light fixture on a particular pole is not working, the light fixture is flickering, or an entire street is not illuminated.

It can be imagined that each ticket is a sheet of A4 paper. At any given time, it can only be held by one person. Only the person holding this sheet can make changes to it. All other colleagues can request a photo of the sheet at any moment to remotely learn the content and status of the ticket.

When the sheet is handed over to another employee, the previous holder loses the right to make changes, as the paper is no longer in their hands. Each transfer is recorded in the database.

What if the sheet needs to be transferred to another organization? It is unknown who will ultimately receive it and work on it in the field. Therefore, the sheet can be transferred to another organization, and at the moment of transfer, a specially designated employee will receive the sheet, who accepts all sheets from other organizations and distributes them among employees within their organization.

Each ticket has a unique number and a unique URL link, which makes it convenient to search for and share information.

Business Processes Covered

• Any user with access rights can create a ticket.
• Create tickets linked to an object: a pole or a room.
• Create tickets without linking them to an object.
• Transfer ticket ownership to another organization.
• Transfer ticket ownership to another employee within their own organization.
• Comment on a ticket regardless of its current owner.
• Change the status of a ticket.
• Close a ticket.
• View tickets in various categories: My Tickets, My Organization’s Tickets, All Active Tickets, General Archive.

Methods of Ticket Creation

• Manual creation of a ticket based on a resident’s complaint.
• Manual creation of a ticket by a municipal employee as a result of detecting a malfunction.
• Automatic creation of a ticket based on the abnormal operation of a streetlight (cutomization required)

Close Ticket

Only the employee who created the ticket in the system can close it. In the proper process, at the end of handling the ticket, it should be returned to the user who initially created it, to notify the resident/applicant that their request has been completed.

When the Close button is pressed, the ticket will move to the Archive.

User Roles

Ticket Management Coordinator - A municipal employee who receives city residents’ requests regarding street lighting problems and informs the requester when the issue is resolved.

Electrical Engineer - A municipal employee, a worker from the Department of Energy, who receives requests from the coordinator and performs the work to resolve the issue.

Organization Ticket Manager

An employee who receives tickets coming into the organization from other organizations.

Let’s imagine that employees from Organization A know nothing about employees in Organization B. If an employee from Organization A transfers a ticket to Organization B, the system will automatically assign the ticket to the Ticket Manager specified in Organization B’s configuration. The Ticket Manager will then transfer the ticket to a specific employee within their organization.

Ticketing Management Entry Point

If a user has the rights to work with tickets, the Tickets menu will be displayed in the Control section, providing access to ticket management functionality.

Additionally, if the user has access rights, a “First Aid Kit” button is displayed at the top of the page, allowing the user to immediately create a ticket from any page in the application.


Tabs above the ticket list act as filters and allow displaying tickets as follows:

• My - tickets where I am the current owner

• Organization - tickets currently owned by employees from my organization

• All Active - all open tickets in any organization

• Archive - all closed tickets

To navigate to the ticket page, click on the ticket number or description. Clicking on the object code will take you to the object page (pole or room).

Ticketing Management Entry Point

The ticket page is presented as a set of widgets:

• Ticket characteristics
• Object characteristics, if the object was specified when the ticket was created
• Object location on the map, if the object was specified when the ticket was created
• Ticket action block
• Ticket history


The ticket properties widget is presented as a name - value table. If the current user can change the property value, the value is displayed as clickable, and the user can modify it.

In the screenshot above, an example is shown where the current user:

• User who has created the ticket (Owner, User)
• User who has created the ticket is employee of the organization Municipality (Owner, Org)
• The ticket is currently with the employee ticketooo (Current User)
• The ticket is in the hands of an employee who works in the organization Municipality (Current Org)

If the current user decides to transfer the ticket to another organization, they can click on Current Org Municipality, select another organization, and save. Since the ticket is now in the hands of another user, the current user views the ticket in read-only mode with limited functions.

Change Ticket Property Value

 


As a result, the ticket page for this user looks like this:

• The current organization has changed.
• The current user who owns the ticket has changed.
• The ability to change the current organization or employee is removed.
• A record documenting the transfer of the ticket to another organization is added to the ticket history.
• The ability to change ticket state is removed.


When the ticket is transferred to another organization, according to the settings, the ticket was assigned to the user elmaster. For an employee who is not the creator of the ticket, the page looks like this.

Note the “Return to Owner” button (screenshot below), which is a quick way to return the ticket to the creator. For example, once the ticket has been completed.


Ticketing Flow Example

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