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Tickets (App)
Tickets (App)

This article explains how Tickets work within the 1Place App.

Updated over a week ago

The 1Place App includes a Ticket module to allow users to handle Tickets within the app itself.

Tickets (sometimes called Actions) are workflows which follow a series of stages, where each stage requires one or more users to progress / advance the ticket to the next stage.

There are essentially two types of tickets:

Tickets with a Delegator

Workflow overview:

Pending --> Open --> Resolved --> Closed

Steps:

  1. Creator creates a ticket by choosing a ticket category and describing what needs to be done

  2. The newly-created ticket starts in the Pending stage, where it is waiting for the Delegator decide who should resolve it

  3. The Delegator moves the ticket to the Open stage by choosing a Resolver

  4. The designated Resolver completes whatever task/work/information that the ticket is requiring, and then marks the ticket as Resolved

  5. The Closer checks to make sure that the required work has been completed, before marking the ticket as Closed

Tickets without a Delegator:

Workflow overview:

Open --> Resolved --> Closed

Steps:

  1. Creator creates a ticket by choosing a ticket category and describing what needs to be done

  2. The newly-created ticket starts in the Open stage, waiting to be resolved by whomever has been specified as a Resolver for this category of ticket

  3. The designated Resolver completes whatever task/work/information that the ticket is requiring, and then marks the ticket as Resolved

  4. The Closer checks to make sure that the required work has been completed, before marking the ticket as Closed

Creating a Ticket:

Tickets can be created manually/ad-hoc by using the floating pink '+' button on the dashboard page of the mobile app and tapping the ticket icon:

Tickets can also be created by tapping the 3 vertical dots within a Checklist and selecting 'Create Ticket':

Some tickets are set up to trigger automatically as a pop-up in your Checklist, depending on the response you give to a particular question.

Creating the Ticket:

When creating a new Ticket, the following fields are required:

  • Category

    • This determines the people who will have roles in the workflow, as well as which of these users are notified at each stage.

    • Some categories may have a checklist template attached to them

  • Priority (depending on the Settings, this may affect the Due Date)

  • Due Date (depending on the Settings, this may be determined by the Priority)

  • Subject

  • Content/Body

Please note that with automated tickets, some of these fields may be pre-populated.

Updating a Ticket:

Current and future stages of the ticket appear in the small numbered flow chart.

You can tap on the comments tab to view comments. This tab also allows you to add additional comments without needing to update the status of the ticket.

Clicking the pink 'Actions' button is used to update the status of the ticket. Four options will appear:

  • Resolve Ticket

  • Reassign to Delegator

  • Reassign to Others

  • Cancel Ticket

You will be prompted to add a comment when changing/updating the status of a ticket.

Similar to checklists, tickets also have email functionality. Updating the status of a ticket will automatically send out emails, depending on how the email notification rules have been set up in the ticket category workflow. By default, the person at the following stage in the workflow will be notified (e.g. Moving a ticket into the Resolved stage will generally notify the Closer, because the ticket is now waiting for them to do their part).

You can also specify additional email recipients if you want someone outside the workflow to be kept in the loop.

Additional Options/Configuration:

Ticket workflows can also have a variety of different options configured to give extra functionality:

  • Multi-delegation Workflows

    • Ticket categories can be set up with more than one delegator, which allows for multiple layers of approval before a task can proceed.

    • Delegators are ordered in a sequence, and the workflow requires approval from each before moving on.

    • The final delegator chooses the resolver

  • Multi-resolver Workflows

    • Similar to multi-delegation, multi-resolver workflows have multiple users specified before a ticket is marked as resolved

    • This allows a delegator to specify multiple people and require confirmation from either one or all of them before the ticket is considered resolved.

  • Ticket Cancellation

    • This feature is enabled within a user's profile.

    • Users with this enabled are allowed to cancel a ticket and immediately close the whole workflow at any stage.

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