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.
Two types of tickets:
Tickets without a Delegator:
Workflow overview:
Open --> Resolved --> Closed
Steps:
A ticket is created – The person writing it selects a category and describes the job.
The ticket goes straight into Open status –waiting to be resolved by whomever has been specified as a Resolver to handle.
The Resolver will completes/finishes the task and marks the ticket as Resolved.
The Closer checks the work and, if everything’s complete, marks the ticket as Closed.
Tickets with a Delegator
Workflow overview:
Pending --> Open --> Resolved --> Closed
Steps:
A ticket is created – The person creating it picks a category and writes what needs to be done.
The ticket sits in Pending, waiting for a Delegator to decide who should handle it.
The Delegator moves the ticket to the Open stage by choosing a Resolver.
The Resolver will completes/finishes the task and marks the ticket as Resolved.
The Closer checks the work and, if everything’s complete, marks the ticket as Closed.
Creating a Ticket:
Two ways to create a Ticket
Create Ticket from "Home" page.
On the main screen (Dashboard), tap the pink ‘+’ button (usually floating at the bottom right).
Then tap the ticket icon to start a new ticket.
Create Ticket while completing Checklist
While filling out a checklist, tap the 3 dots in the top corner.
Choose ‘Create Ticket’ to link a task to the checklist.
❓When would I use this option?
If you notice a maintenance issue or need to restock something while doing a checklist, you can use this option to send a ticket to the right room or center—without leaving the checklist. Once you’ve sent the ticket, you can carry on with your checklist as usual.
Sometimes, a ticket will also pop up automatically while you’re doing a checklist.
This happens when you give an answer that might need a follow-up—like reporting something broken or not done.
Complete the ticket
When creating a new Ticket, the following fields are required:
Ticket 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:
You'll be able to track the current and future stages of the ticket appear in the small numbered flow chart.
To read or add notes, just tap the Comments tab. You can leave comments anytime without changing the ticket’s status.
Click the pink 'Actions' button 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.
Just like checklists, tickets can send out emails to keep everyone on track.
When you change the status of a ticket (like moving it to "Resolved"), the system will automatically email the next person who needs to do something—this is set up based on the category you picked.
For example:
If you mark a ticket as "Resolved," the Closer will also be notified by email so they know it’s their turn.
You can also specify additional recipient to the email if you want to keep someone in the loop, even if they’re not part of the usual process.
Additional Options/Configuration:
Ticket workflows can also have a variety of different options configured to give extra functionality. Your organization may have the following options configured:
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.