Ticket Management
Content of the chapter: Creation, management and editing of tickets
Eliona has a ticketing system. This allows you to create tasks (e.g. from alarms) and assign these to a user.
The end user of a building is connected directly to the infrastructure via the Eliona ticketing system. This means that services can be optimized and shaped to be more professional. Personnel resources can also be deployed with more efficiency. The end user has a view which gives them direct access to an asset, and they can generate a ticket.
The ticketing system simplifies the process of issuing and processing tasks. When looking at the Eliona system, an employee sees new tasks which he has received in the form of tickets, and can generate and document an overview of the progress of the work using tasks, attachments and comments in the ticket.
Example: you receive an alarm which tells you that the temperature is too low in your meeting room. You create a ticket for an employee of your choosing to solve the problem with the heating system. The corresponding employee receives this ticket and solves the problem. If necessary, the employee can comment on the ticket, create a task (sub-task) with it or add attachments to give you an overview of the task.
Ticket overview
In the Ticket Management area, you get an overview of all tickets. There are basically two types of overviews, a list view and a timeline view:
List view
In the list view, the following controls are available, among others:
Sort by: Here you can sort by ID, Asset, Title, Reason, Assigned to and State.
Show tasks: Show or hide tasks (assignments) for the tickets.
Further controls: Click the menu with the 3 dots to open the related Asset, Map, BIM or Digital Twin.
Timeline view
The timeline view provides a quick overview of the urgency and deadlines of the tickets:
Scale: The displayed calendar can be scaled in days, weeks, months and quarter years.
Timeline: Move forward or backward on the timeline.
Bars: The colors of the bars indicate the priorities of the ticket: Red = High, Gray = Normal. If you click on the bar, a list overview of the already executed processing steps (status changes) in the ticket as well as the associated tasks that have been opened appear in a small window.
Ticket Details & Editing
Ticket details can be viewed by simply clicking on the corresponding ticket in the list.
Timeline: In the calendar view, you can see all users who have edited the ticket.
Comments: Comments on the ticket can be entered here.
Tasks: List of all tasks that belong to the ticket.
+ Task: This button can be used to open a new task for the ticket.
Edit: Click here if you want to edit an existing ticket
Work log: A work log for each activity in the ticket can be viewed here:
The work log shows the historical history of the ticket, such as status changes, assignments, new comments, task changes and new tasks, etc.
Create ticket
Fill in all required fields:
Title: Free text for ticket title.
Reason: The choices are: Cleaning, Error, Maintenance, Other or Service.
Asset: Optionally link an asset to the ticket.
Alarm: Optionally link an alarm to the ticket.
Description: Describe what you expect from the ticket (order).
Assignee: Assign the ticket to a user by selecting the appropriate user from the drop-down menu.
Priority: Set the priority of the ticket.
Attachments: Optionally add an attachment.
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