Support Tickets¶
Support tickets track operational issues, maintenance requests, and incidents at individual sites. They provide a traceable record from issue identification to resolution.
Creating a ticket¶
- Go to Compliance → Support tickets.
- Click + New ticket.
- Complete the form:
| Field | Description |
|---|---|
| Site | Location where the issue occurred |
| Type | Category of issue (from configured Support Types) |
| Priority | Low / Medium / High / Critical |
| Title | Short description of the issue |
| Description | Full detail — include what happened and when |
| Attachment | Photo or document evidence |
- Click Submit ticket.
Ticket workflow¶
| Status | Who sets it |
|---|---|
| Open | Auto-set on creation |
| Assigned | Manager assigns to a team member |
| In Progress | Assignee updates when work begins |
| Resolved | Assignee marks resolved with resolution note |
| Closed | Manager confirms closure |
Comments¶
All users with ticket access can add comments. Comments are time-stamped and attributed to the user. Use comments to:
- Request additional information
- Provide progress updates
- Attach additional evidence
Support Types¶
Issue categories are configured under Master Data → Support Types. Examples: Equipment Fault, Safety Issue, Compliance Failure, Customer Complaint.
See: Support Types