Working a ticket

Every service request routed to your team becomes a ticket. This page follows a ticket from arrival to completion.

stateDiagram-v2
    direction LR
    [*] --> New: request raised
    New --> Assigned: assign / pick up
    Assigned --> InProgress: Start
    InProgress --> Delayed: delay / awaiting parts
    Delayed --> InProgress: Resume / parts arrive
    InProgress --> Resolved: Complete (job card)
    New --> Escalated: Escalate to EquipNet
    InProgress --> Escalated
    Resolved --> [*]

1. A ticket arrives

New tickets come from staff requests, QR scans, public fault reports and automatic PPM. Available engineers are emailed; repairs also trigger an SMS. They appear in the Unassigned Pool on your dashboard and in Service Requests.

You can also raise one yourself: Service Requests → New Request.

2. Take it on

Mode	Action
Head	Assign it to an engineer. They're emailed.
Member	Pick Up Request to assign it to yourself.
Solo	Handle Request — picks it up and starts it at once.

3. Start work

Select Start. You can:

• add a diagnostic note with a root cause (Power / Electrical, Mechanical Failure, Software / Calibration, Routine Wear & Tear, User / Operator Error, Requires Further Testing, Other)
• request spare parts — see Spare parts in jobs

The ticket moves to In progress (or Delayed if parts must be bought).

4. Pause if needed

Select Delay ticket, give a reason and Confirm Delay. The reporter is notified. Resume when you're ready.

5. Complete

Select Complete and fill in the job card — see Job cards. The ticket becomes Resolved, used parts are deducted from stock, and the sign-off chain starts.

Can't finish it?

• Hand it to a colleague or back to the pool — see Escalation & reassignment.
• Needs a specialist — Escalate to EquipNet.

Find your work

Page	Shows
My Jobs	Your tickets (Head: Team Jobs, everyone's). Filter by status, type and assignee.
Service Requests	All tickets, with tabs for unassigned, ongoing and escalated.