Tickets¶
Overview¶
Tickets track service issues, support requests, and reactive follow-up work tied to a specific site. Unlike Assignments — which track planned, owned execution tasks — Tickets are used for problems discovered on site, vendor coordination, repair requests, and anything that needs to be logged, tracked, and resolved.
Each ticket can be linked to a specific survey and element so the issue stays in context.
The Tickets Table¶
The Tickets tab shows all tickets for the site in a table:
| Column | Description |
|---|---|
| (Checkbox) | Click to mark the ticket complete or closed. |
| Title | Ticket title with its auto-assigned ticket number (e.g., #42). |
| Floor Plan | The linked survey name, if set. |
| Element | The linked element and its position number, if set. |
| Status | Current status — click to change directly from the table. |
| Priority | Current priority — click to change directly from the table. |
| Category | The ticket category badge. |
| SLA | SLA timer badge, if the client has SLA settings configured. |
| Created | Date the ticket was created. |
Click any row to open the ticket detail panel.
Statuses, Priorities, and Categories¶
Statuses¶
| Status | When to use it |
|---|---|
| Open | Issue logged, not yet addressed. |
| Pending Vendor | Waiting on an external vendor before work can continue. |
| In Progress | Actively being worked on. |
| Waiting on Parts | Work is paused until materials or components arrive. |
| Scheduled | Work is confirmed for a specific date. |
| Completed | Issue has been resolved. |
| Closed | Ticket is fully done and closed out. |
Priorities¶
| Priority | When to use it |
|---|---|
| Critical | Requires immediate attention. |
| High | Urgent but not immediately blocking. |
| Medium | Standard priority. |
| Low | Non-urgent; resolve when capacity allows. |
Categories¶
| Category | Use for |
|---|---|
| RMA | Return merchandise authorization requests. |
| Maintenance | Scheduled or reactive maintenance work. |
| Programming | Software, firmware, or configuration issues. |
| Cabling | Wiring or cabling problems. |
| Vendor Work | Work coordinated with or awaiting an external vendor. |
| Other | Issues that do not fit the above categories. |
Filtering Tickets¶
Use the Filters panel at the top of the Tickets tab:
- Search — Filter by title, description, or ticket number.
- Status — Show tickets with a specific status.
- Priority — Filter by priority level.
- Category — Filter by category type.
- My Tickets toggle — Show only tickets assigned to or created by you.
Click Clear all to reset all active filters.
Creating a Ticket¶
- Click Create Ticket in the top-right corner of the Tickets tab.
- The create panel opens on the right. Fill in the fields:
| Field | Required | Description |
|---|---|---|
| Title | Yes | A clear description of the issue. |
| Description | No | Additional context — what the problem is and what resolution is expected. |
| Status | Yes | Set the initial status (typically Open). |
| Priority | Yes | Critical, High, Medium, or Low. |
| Category | Yes | The type of issue. |
| Survey | No | Link to the survey where the issue was found. |
| Element | No | Link to the specific element involved. Requires a survey to be selected first. |
- Click Submit to create the ticket. A ticket number is assigned automatically.
Ticket Detail Panel¶
Clicking a ticket row opens the detail panel on the right side:
- Title and ticket number — Edit directly from the panel.
- Status, Priority, Category — Change any of these from the panel.
- Description — View or update the issue description.
- Linked Assignments — Any assignments converted from or linked to this ticket appear here with their current status.
- Floor Plan — A clickable link to the linked survey, if set.
- Element — The linked element with a button to navigate directly to it on the survey canvas.
- Creator — Who created the ticket and when.
- SLA — SLA timer and status summary, if configured for the client.
- Attachments — Files uploaded directly to this ticket.
- Comments — A threaded comment section for team communication about this issue.
- Audit Trail — A full history of every change made to the ticket — who changed what and when.
Updating Status or Priority from the Table¶
You do not need to open the detail panel to change a ticket's status or priority. The Status and Priority columns in the table are interactive dropdowns. Click the current value to open the dropdown and select a new one directly from the table row.
Converting a Ticket to an Assignment¶
When a ticket becomes planned execution work that needs to be owned and tracked, convert it:
- Open the ticket detail panel.
- Use the Convert to Assignment action.
- An assignment is created from the ticket's details. The ticket and assignment remain linked.
Typical Workflow¶
- Create the ticket and set status, priority, and category.
- Link the related survey and element so the issue has location context.
- Add photos or files as attachments to document the issue visually.
- Collaborate via the comment thread — keep the team informed as the issue progresses.
- Update the status as work moves forward (Open → In Progress → Completed → Closed).
- If the ticket turns into planned work, convert it to an Assignment.
Related Pages¶
Need More Help?
Contact the OneSurvey team if you need guided setup or troubleshooting support.