Tickets

Overview & Ticket Navigation

Tickets are where you can collect information about your project. They can be used to track tasks, capture snags or faults, record daily logs, create checklists and more.

You can add media to Tickets to help visually communicate with your teams – using photo, videos, audio recordings and documents. You can also chat with teammates within a Ticket. All activity is tracked in the Journal, providing full evidence collection.

In-house users can create, edit and delete Tickets while Subcontractors can only update Tickets to track their progress. Watchers are only able to view Tickets.

To access Tickets, select Tickets in the left-hand navigation.

 

Ticket Navigation

The top toolbar allows you to filter the Tickets you are viewing. You can filter by Project, or filter to see Tickets using a specific Form. Choose “All Projects” and “All Forms” if you would like to see a full list of your Tickets.

You can also create custom filters to view Tickets based on specific criteria. See Filter Tickets for more information.

Here is an overview of the Ticket navigation:

1. Create Ticket – Click here to create a new Ticket
2. Project – Select the project you are working on. Once a project is selected, you can choose a layer
3. Form – Select to view Tickets using a specific Form
4. Saved filter – Apply a filter that has been saved
5. Filter – Create a new filter, selecting specific criteria
6. Message Center – Notifications appear here
7. View – Switch between the Plan, List and Document views. Learn more in Views.
8. Search – Search for a Ticket using keywords
9. Hide Closed Tickets – Select this to remove closed Tickets from your view
10. Create Report – Click here to export a Ticket report
11. Import/Export – Click the more icon and select to import or export Tickets into an excel or .CSV file

Views

Overview

There are several ways to view your Tickets.

• List View – displays Tickets in a list
• Plan View – displays Tickets as pins on a plan
• Document View – displays Documents uploaded into PlanRadar. See Document Management for more information.
• Schedule View

List View

The List View displays Tickets in a list.

1. Show/Hide columns: Clicking on this icon will open a drop-down menu where you check to select or deselect which Ticket information you want displayed in the columns of your List View. Unchecking these will hide the column.
2. Multiple Ticket selection: These checkboxes allow you to edit, delete or export all selected Tickets at the same time.
3. Edit / Delete – When Tickets are selected, edit and delete buttons are available .
4. Quick Edit Fields – In the List View, you can directly change the values of fields, such the status, priority, due date, subcontractor or progress, without having to open the Ticket. To do so, click on what you would like to change and a dropdown menu, progress bar or calendar will open to allow you to make changes.
5. Sort By – Clicking on the column names will allow you to sort them in ascending or descending order
6. Column Width and Position – Placing your cursor between columns will give you the option to adjust the column width to better view information within that column. You can also click and hold on a column and drag it to the left or right to reposition it within the list of columns.

Tickets are categorised in various colours by their status for easy viewing:

1. Red = Open
2. Blue = In progress
3. Green = Resolved
4. Yellow = Feedback
5. Black = Rejected
6. Grey = Ticket closed

Plan View

The Plan View gives a visual overview of your Tickets’ position on your plan.

1. Download plans – Download the plan by itself or download a version which shows the Ticket locations on it.
2. View versions – Manage and compare plan versions
3. Re-centre plan – Clicking here will re-centre the plan on the screen

When clicking on a pin, it opens a Ticket preview. To make quick changes to a Ticket without having to fully open it, click the arrow icon to expand the Ticket preview.

1. Quick edit – From the Ticket preview, click the arrow to change the Ticket’s status, priority, assignee, and due date without having to open the Ticket. You must click Save to make these changes.
2. Media – Click on a media item to quickly open the media gallery
3. Open – Opens the full Ticket
4. Download – Download the Ticket into a PDF. You will be prompted to select a template prior to downloading.
5. Duplicate Ticket – Copies a Ticket. You can then right click on the Plan to paste a duplicate Ticket.
6. Plan Position – Move the Ticket to another location on the plan

Schedule View

The schedule displays Tickets within phases of a project, in a Gantt chart style. This is useful to visualise Tickets as part of a larger project schedule.

To learn how to set up a schedule, visit the Scheduling section for more information.

Document View

Document View displays the documents uploaded into PlanRadar. See Document Management for more information.

Create Tickets

To create a new Ticket, you must first select a project from the top navigation bar. Then click Create Ticket.

From the Plan View, you will first be prompted to select a location on your plan. Move the cursor to where you would like to place the Ticket, then click the green checkmark. To close, you can click the red x.

Alternatively, in the Plan View, you can right-click on the plan to add a new Ticket.

From the List View, click Create Ticket and a new Ticket will open.

1. Form: Here you select the Form you want to use for your Ticket. Once selected, the Form’s fields will populate below. Forms can be customised to include the exact information you want to capture in a Ticket. For more information on how to set up your Forms see Forms & Lists.
2. Layer: Here you select the plan layer for the Ticket – for example a specific floor or level.
3. Plan position – Opens the Plan View, where you can pin the Ticket to a location on the plan.
4. Create another – Check this to automatically open a new Ticket after Save is clicked with fields pre-filled to match the original Ticket.

Click Save at any time to save your progress filling out the Ticket. When you are ready to close your Ticket, click Save and Close.

Information in a Ticket

Ticket Overview

When you open a Ticket, you can access all its information.

1. Form: Here you set the Form for your Ticket. Once selected, the Form’s fields will populate below. Forms can be customised to include the exact information you want to capture in a Ticket. For more information on how to set up your Forms see Forms & Lists.
2. Layer: Here you select the plan layer for the Ticket – for example a specific floor or level.
3. Plan position – Opens the Plan View, where you can pin the Ticket to a location on the plan.
4. Media attachments: Access all photos, videos, audio recordings and documents attached to the Ticket.
5. Journal: All activity on a Ticket is recorded here once it is saved. You can filter what you view here by selecting the filter icon at the top of the Journal section. Filters include media, audio recordings, comments and activity logs items.
6. Comments: Within the Journal, you can chat with teammates about the Ticket.
7. Sub-tickets – If the Tickets has Sub-tickets, they will appear here.
8. Save / Save & Close – Saves changes to the Ticket
9. Create report: From the Ticket, you have the option of exporting it into a PDF. A drop-down list appears, in which you can choose to create the report with a template. (see Templates for more information).
10. Delete / Duplicate Ticket – Click the setting icon to delete the Ticket or duplicate the Ticket with the same information.
11. Next / Previous Ticket allows you to navigate to other Tickets
12. Close Ticket

Customising Tickets

Fields within a Ticket can be adapted to capture the exact information you require for specific work processes. For example, if you want to capture a daily site log, you may use a different set of fields than if you wanted to capture snags.

To set up the information you would like captured in a Ticket, you must create a Form. See Forms & Lists to learn how to create a Form.

Media Gallery

The media gallery hosts all photos, videos and documents within a Ticket. Click Show all attachments to access it from a Ticket.

To add media, click Add new attachment or drag and drop files.

Within the gallery, you can switch between thumbnails and a list view. You can also filter by file type.

Select multiple items by clicking the circle in the top left corner from the thumbnail view or next to the item in the list view to download and delete.

Photos

To add photos to a Ticket, click Add new attachment or drag and drop your image files .
Once you upload an image to a ticket via the webapp, the photo editor will open. If you upload multiple photos at once, you must first select an image to start editing.

The photo editor allows you to customise each image before uploading them to your ticket. You can select from the following options to edit your image.

Transform:
Transform allows you to crop your image. You can do a custom crop or select from common crops in certain shapes or sizes.

 

Text:
Text allows you to add text to your image. You can customize the font family, the font size, the font colour, the font’s background colour and the line spacing.

 

Stickers:
Stickers allow you to add pre-made shapes to your image that can help to circle or highlight an issue. You can change the colour of stickers and upload your own stickers from your computer.

 

Brush:
Brush allows you to draw on your image. You can choose the colour of the brush, the size of the brush and the hardness of the brush.

 

Edit title:
Edit title can be found in the bottom right corner of the photo editor and allows you to add a caption to your photo.

Once you have made the necessary changes, click on ‘Save photo’ in the bottom right corner of the editor to save your changes and upload the image to your ticket.

The photo editor can be disabled/enabled from your profile settings.

Videos

To add videos to a Ticket, click Add new attachment or drag and drop your video file.

Only videos that are 30 seconds or less can be uploaded to a Ticket. If you have a longer video, you will need to trim the video to 30 seconds or less before uploading to the webapp. If you are uploading a video via the PlanRadar mobile application, you will be able to trim the video to 30 seconds or less within the PlanRadar app.

Audio Recordings

Audio files can be recorded on a mobile device. Select Audio Recording within a Ticket on your mobile device, then press the speaker button to record a message. Press Finish Recording to stop recording. You can add to the recording by pressing Extend. Once finished, click Save.

Within the webapp, you can access and listen to the Audio Recording in the Media Gallery.

Journal

All activities within a Ticket are logged for full evidence collection and claims management purposes. This includes any changes to the Ticket – for example changing the assignee, priority, status or due date. It also includes when Tickets are opened and read, all comments, media and document attachments. Each activity has a date and time stamp.

Click on the filter icon to limit the view by comments, images, audio recordings and activity log items.

In-app Chat

Here the creator and assignee of the Ticket can communicate. All comments and uploads of media are chronologically and permanently recorded with a time and date stamp. Once a comment has been sent, it is not possible to delete it.

Read Receipt

Once you have created and assigned a Ticket to an assignee, a read receipt icon will be displayed next to the assignee field.

The crossed-out eye icon means that the assignee has not yet opened and viewed the Ticket .

Once the assignee has viewed the Ticket, the icon changes to an open eye .

Read receipt information will appear in the Ticket journal with the exact date and time the Ticket was opened.

Every user has the option to turn this feature on or off within their profile settings.

Scheduling

There is an option to add Tickets into a schedule, to easily visualise Tickets as part of a larger project plan.

If Tickets have been added to the schedule, you will see the ‘Schedule’ section. Click the ‘Edit’ icon to enter a start date, duration or end date. Once done, click on ‘Save’. Setting the start and end date will add the Ticket to the schedule, displaying it with the respective start and end dates.

Click here for more information on scheduling.

Parent & Sub-Tickets

Parent and Sub-Tickets allow you to create a hierarchy, linking several Tickets together. This feature can be very helpful when there is a main task and several smaller tasks within it. The main task can be created as the Parent Ticket, and the smaller tasks can be created as the Sub-Tickets.

Once you have created a Parent Ticket, you can click on the Create Sub-Ticket button directly within the Parent Ticket to create your linked Sub-Tickets.

Alternatively, when creating a new Ticket, you can use the Parent Ticket drop-down field and select the Ticket you wish to have as the Parent Ticket. Please note the Parent Ticket must already been created.

Edit & Delete Tickets

To edit or delete a Ticket, open an existing Ticket.

To edit, make changes to the Ticket, then click Save or Save and Close.

To delete, click the settings icon, then select delete. You will be asked to confirm this selection before the Ticket is permanently deleted.

You can only edit or delete Tickets if you have permission to do so. For more information, see Roles .

Import Tickets

You can import Tickets directly into PlanRadar using Excel or CSV files.

Navigate to the Tickets tab via the navigation bar, then click on more icon and select Import Tickets .

 

 

Options:

First line is a header

Select this option if you have created your excel or CSV file with the first row as the header for each attribute. If the first row in your excel file is ticket data that should also be imported and created as a ticket, you should untick this option.

Validate Tickets before import:

Validating Tickets before importing is highly recommended. This will let you know how many Tickets will be successfully imported and how many Tickets will not be imported due to incorrect mapping/data entry. If there are errors when importing your Tickets, the error will tell you which row and which data in your Excel or CSV file is causing the error so you can easily rectify the issue.

 

Attribute Mapping:

Next, you will need to map the attributes from your Excel or CSV file to your chosen PlanRadar Form attributes.

 

Some fields may require an additional selection to specify what type of data is entered in your Excel or CSV file.

 

Name:

This should be selected when your excel data includes the name of a user or the name of a list item you wish to map your data to.

ID:

This should be selected when your excel data includes the identifier of a user or the identifier of a list item. The identifier for a user can be found on the ‘Users’ page next to each specific user under the column #ID. The identifier for list items can only be collected through an API integration)

Email:

This should be selected when your excel data includes the email address of a user (e.g. Author a ticket)

Once you have mapped the attributes correctly, click ‘Next’.

 

Validation of Ticket Import:

If any errors occur while importing your tickets, you will see them listed here. If there are no errors, you can click ‘Import’ and your tickets will be imported directly into your project.

 

*You can click on the back button to fix errors if the issue was attribute mapping. Otherwise, you might need to change the data within your Excel or CSV file. The error message will tell you which row and which attribute has the issue so you can easily rectify the issue.

Find Tickets

There are several ways to search and find Tickets.

Search bar – You can search for Tickets using keywords

Project & Form filters – You can search for a Ticket within a Project or using a specific Form

Ticket filters – You can filter Tickets by specific criteria and save commonly used Filters. See Filter Tickets for more details.

Filter Tickets

Create a new filter:

To easily find Tickets, you can select specific criteria to filter by.

To start creating a filter, click on the filter icon located at the top right of the top toolbar.

You can initially filter your Tickets by assignee, author or status. If you click on the option Add Filter Criteria, you can further expand your filtering options with the following:

General – Filter your Tickets by the Project, Layer or Form.

Capabilities – Filter to only show Tickets that have or don’t have certain assets added, for example photos, documents, audio recordings, geolocation or the repeat function.

Default Fields – Filter by default fields from Forms, such as Status, Assignee, Receiver or Due date.

Custom Fields – Filter by the Custom Fields that you have created, named and added to your Forms.

Please note, when you are creating filters, selecting certain criteria restricts your other filtering options. For example, if you filter by Projects, criteria such as Layers, Assignees and Forms will only show items that are within the selected Projects.

Save a filter:

Once you have selected the relevant criteria to filter your Tickets, you can save your filter by clicking on the Save button.

Here you will be prompted to name your newly created filter and select which users in your account can view it.

Using saved filters

To use a filter which was previously saved, click on the drop-down next to Filters and select from a list of pre-created filters. Please note, you can only see your own filters and other team member’s filters you have permission to view.

Once a filter is active, you will notice a yellow Deactivate filter button shown the top of the screen. This allows you to easily identify that you are using a filter. To deactivate the filter, simply click on the yellow Deactivate filter button.

Edit, Rename, Copy or Delete a Saved Filter

First select your desired filter from the drop-down menu, then click on the filter icon. Once you have selected a filter, you can edit it by adding or changing the initial criteria. Please note, you can only make these changes to your own created filters.

To rename, copy or delete a filter, click on the settings icon next to the Save changes button to open the filter settings. Here you can change the filter’s visibility, rename your filter, delete your filter, or save as a new filter.

Users who can view your filter, cannot edit your filter. They can select the setting Save as new filter and then make changes to their newly created copy.

Ticket Notifications

When Tickets are updated by team members, you will receive notifications keeping you up-to-speed on the progress of the Ticket. There are several ways to receive Ticket notifications:

Message Center – By clicking on the bell symbol in the top right corner, you access the Message Center where you can view all Ticket notifications.

Push Notifications – On mobile devices, you will receive updates when Ticket changes are made.

Email Notifications – You are able to receive email updates when Ticket changes have been made.

You can turn Push notification on and off and adjust your email notifications options in your profile settings.