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Create a Ticket

Tobias Patek
  • Updated

Overview

Tickets are used to create tasks with instructions to resolve issues and more.

Read more in Tickets.

When a new ticket is created, it is assigned a unique ID. Each project's tickets start with ID 1, increasing by one with each new ticket. Ticket IDs cannot be modified.

Access & Permissions

To create tickets you need an in-house user with a role permission to create tickets and the user permission 'Tickets & Project Reports'. Read more in Permissions.

Select Project and Layer

All tickets are created in a specific project and layer. It is possible to move a ticket to a different layer after ticket creation. But it is not possible to move a ticket to a different project.

Select a project and layer before creating a ticket:

  1. Open the Project and layers selection menu
  2. Click Change project and select a different project
  3. Click Ground Floor e.g. to select the layer

  1. Tap the project name e.g. Office Complex 11
  2. Tap Tickets
  3. Tap on the layer selector
  4. Select a layer e.g. Ground Floor

Create a Ticket with a Plan Position

To create a ticket with a plan position:

  1. Click Tickets
  2. In the View drop-down, click Plan.
  3. Right click on the plan to place the ticket pin.
  4. Drag & drop the ticket pin to adjust the plan position if necessary.
  5. Click the green check mark button to confirm the plan position and continue in the ticket creation form.

  1. Tap Plan

  2. Tap + OR long-tap on the plan to place the ticket pin
  3. Drag & drop the ticket pin to adjust the plan position if necessary.
  4. Click the green check mark button to confirm the plan position and continue in the ticket creation form.

Create a Ticket without a Plan Position

If there is no plan you can instead use the + Create Ticket button:

It is also available in the ticket list view where it will create a ticket without plan position even if the layer has a plan.

  1. Tap List

  2. Tap +

The Create Ticket button is not displayed until you have selected a layer. It is hidden when All Tickets is selected.

Select a Form

Tickets are based on a form. Depending on the form a ticket can have different input fields and features.

Read more in Forms.

Make sure the right form is selected before you start to fill the ticket fields. Changing the form after you started filling out the form will clear all ticket fields.

After a ticket got created, it is not possible to change the form afterwards.

To select a form:

In the Form drop-down, click on the form.

The form you selected for the previous ticket creation will be pre-selected.

If you use the Form filter drop down, it will always define the pre-selected form in the ticket creation.

  1. Tap on the Form field
  2. Tap Documentation e.g. to select the form
  1. Tap on the Form field
  2. Tap Documentation e.g. to select the form
  3. Tap Save

Fill out Ticket Fields

Fill out the ticket fields as they are defined in the selected form. This might include a title, assignee, due date and more.

Read more in fill in the form of a Ticket.

Possibilities for Tickets

It is optional to add attachments and more to tickets. It can be done during ticket creation or after the new ticket is saved.

It is possible to Set, Change or Remove the Plan Position of a Ticket.

Also see Add Attachments to a Ticket in the Webapp.

Add Photos, Videos and Audio

Add media files to tickets as an addition alongside text and descriptions or for documentation purposes.

Read more in Add Photos and Videos to Tickets in the Mobile App and Add a Voice Recording to Tickets in the Mobile App.

It is also possible to edit photos and add annotations.

Read more in Photo Editor.

Add Documents

Add PDFs, MS Word and Excel documents, emails, and CAD files.

Read more in Add Documents to Tickets in the Mobile App.

Add Plan Annotations

Take a screenshot of a plan, add annotations and attach the image to a ticket.

Read more in Add Plan Annotation to Tickets in the Mobile App.

Add a GPS Position

If enabled in the ticket form, it is possible to add the GPS position to a ticket.

Read more in Add GPS Position to Tickets in the Mobile App.

Add Sub-Tickets

Use sub-tickets if you want to create smaller tasks and link them to a parent-ticket.

Read more in Use Sub-Tickets.

Create Tickets in Schedules

When managing the schedule of a project, it is possible to create new tickets directly in the schedules feature.

Read more in Create, Add or Remove Tickets from a Schedule.

Set a Repetition Date

For tickets that need to be done regularly, such as weekly or monthly, it is possible to schedule a repetition date to automatically reopen those tickets.

Read more in Set a Repetition Date for Tickets.

Save a new Ticket

A ticket can be saved at any time if all mandatory fields are filled. Additionally, it may be required to include a photo or video.

Read more in Fill in the form of a Ticket.

To save a new ticket:

  1. Fill out all mandatory fields
  2. Click Save to save the ticket and keep it open
  3. Optional: Click Save and close to save the ticket and close it

  1. Fill out all mandatory fields
  2. Click the Check mark to save the ticket and close it

  1. Fill out all mandatory fields
  2. Click Save to save the ticket and close it

Once saved, tickets are instantly synced across devices if you are online.

You can create tickets while working offline, and they will be synced as soon as the device is back online. Read more in Working Offline.

Create Another Ticket in the Webapp

Use 'Create Another' to reuse the ticket fields from your previously created ticket in the Webapp.
Attachments, comments, plan position, GPS position and sub-tickets are NOT included.

  1. First fill in the form of a Ticket.
  2. Select the Create another check box.
  3. Click Save and a new ticket will open with the same fields prefilled.

    Note the confirmation message that your data was successfully updated which indicates that you are already in the next ticket.

  4. Fill your ticket and click Save.

You can repeat this process, as long as the 'Create another' check box is selected.

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