Work a ticket

Every report from a scan becomes a ticket, tied to the item that was scanned. Your team can also create tickets by hand.

Finding tickets

Go to Tickets. You can see them three ways.

Use the filters to narrow by status, priority, issue, assignee, site, or collection.

Opening a ticket

Click a ticket to open it. The strip at the top shows its Status, Priority, Assignee, and Item. Click any of them to change it. A ticket can have more than one assignee.

The Activity tab shows everything that has happened: notes, status changes, who changed what. If the ticket came from a form, the Report tab shows what the person filled in.

ServiceTags also sorts each ticket into an Issue, like plumbing or a broken wheel, based on what was reported. Use it to filter, and to spot equipment that keeps failing the same way.

Notes

Click Write a note… to add one. Type @ and a name to mention a teammate; they get a notification. Use Attach to add photos.

Every note is Private or Public.

Use public notes for "A tech is coming Tuesday" or "Swapped the cart, the old one is on the truck". Keep everything else private.

Creating a ticket by hand

For a problem reported by phone or email, click New, then Ticket. Give it a title, and pick the item, site, priority, and assignee. Click Create.

Closing a ticket

Set the status to Closed, or drag it to the Closed column on the board. In the field app, tap Complete.

Some forms come with a close-out report your tech fills in before the ticket can close. If so, ServiceTags opens it when you choose Closed.

Exporting

From the list's ⋯ menu, choose Export to download your tickets as a spreadsheet.

Deleting

Delete a ticket from its ⋯ menu. It disappears from your lists for good, so use it for duplicates and tests, not for finished work. Close finished work instead, so it stays on the item's history.

Where to go next

• Ticket statuses
• Alerts and rules to assign tickets automatically