Service tickets

eTASK.service ticket offers the option of ordering services within a predefined framework (e.g. repairs, special cleaning or other freely definable services) and managing their execution. The user selects the category and - if available - the sub-category of their request and describes it with a freely definable text. Requests for other persons and buildings can also be entered as an option. After saving the request, it is still possible to upload a document or add a comment at any time. The created service request is forwarded as a ticket to the group responsible for this category in the selected building.

workflow

This info area contains all workflow data relating to the current data record.

Category

The category and sub-category of the service ticket are selected in this info area.

Property	Description
Sub-Category	Sub-Category
Category	Select the appropriate category for your service ticket. The category helps to classify and prioritize the request and ensures that your ticket is forwarded to the right team. The right selection is crucial for efficient processing.

identification

Information on the data record’s identification is entered in this section.

Property	Description
Description	Description

applicant

This info area is automatically filled in by the system with the name of the reporting party and their building assignment. Once the service ticket has been created by saving, this data can no longer be edited (with the exception of the cost center, which can still be changed after saving).

Property	Description
Affected room	Affected room
cost center	Selection of the cost center via which the service ticket is to be billed.
Apllicants building	Apllicants building
Applicant	Shows the creator of the service ticket. This person is the primary contact for queries and status messages. If the ticket is created for a different person, a different requester can be entered in the "Alternative requester" info area.

different applicant / location / cost center

If the applicant is not the author of the ticket or the service is to be provided in a different building, the different data can be entered here.

Property	Description
Deviating applicant	Deviating applicant
Different location (room)	Here you can select a different room if the service is not to be provided in your automatically determined room. You can directly select a room that is located in your automatically determined building. If this does not match your requirement, you must first select the building for the service and then the room.
Cost Center	Cost Center
Alternative location (outdoor area)	Select an outdoor area of the previously selected building here if your service is to be provided in this outdoor area. If you do not know the exact outdoor area, you can alternatively use the map to indicate the approximate location.
Deviating building (from applicants building)	Deviating building (from applicants building)

Outdoor service location

Use the map in this area to select a service location in the outdoor area. To do this, drag the red location marker to the place where the service is needed and don't forget to save.

Requested / delivery period

The desired delivery period can be specified here. The desired dates are passed on to the processor. The final date is set by the processor.

Property	Description
End of requested/delivery period	Enter an end date for the desired delivery period and a desired delivery time. This information is communicated to the service group as a request.
Start requested/delivery period	Enter a start date for the desired delivery period and a desired delivery time. This information is communicated to the service group as a request.

Pictures

Images of the fault or service request can be uploaded in this area.

In this section you can manage images and display an image gallery.

responsibility

The person responsible for processing the service ticket or carrying out the service is listed in this info area.

Property	Description
Service group in charge	Service group in charge

FM Orders

FM orders

See also: FM orders for service tickets

Connected tickets

In this area, linked tickets such as parent tickets or duplicated tickets are displayed.

Property	Description
Duplicate of ticket	If the service ticket is marked as a duplicate, the service ticket of which it is a duplicate is displayed here.
Parent ticket	If the service ticket is the sub-ticket of another service ticket, the parent service ticket is displayed here.

Responsibility Employees

This characteristic group contains information on the assignment and responsibility of employees for a service ticket. It includes information on the responsible agent, team or department.

Property	Description
Persons in charge	If your workflow supports this, you can select the person who is to process this service ticket here.

comments

Entering comments on the service ticket. The comments are saved with the name of the author as well as the date and time. All subsequent editors of the ticket can view the comment.

In this section you can add and edit comments and annotations.

documents

Documents documenting the service ticket or the resulting service can be uploaded here (e.g. photos or scanned evidence).

In this section you can upload, download and manage files.

FM Orders

If FM orders have been created for this service ticket, they will be displayed here.

See also: Orders

service details

Further specifications of the service to be provided can be specified in this info area.

Property	Description
Priority	Here you can define the urgency of the service ticket from your point of view. This information is used for internal prioritization and communication, but has no direct influence on the actual processing sequence in the system.
Corresponding maintenance order	Corresponding maintenance order
Message by email	If the message was triggered by an e-mail, you can find the link to the archived e-mail here.
Affected object	Affected object
removal order	If this service ticket was triggered by a move, you will find the link to this move here.
Ticket no.	Ticket no.

Service report

This report contains all the essential data of the service ticket and can be printed out and taken into the building, for example, or generally used to track the progress of the service ticket. It also has a signature area so that the report can also be used as a feedback sheet.

Subordinate tickets

Subordinate tickets

See also: Subordinate tickets

Approvals

If the service ticket has to be released, all releases are listed here.

See also: Approvals Status

workflow buttons

The workflow buttons can be used to control the workflow. The buttons are the same as those displayed at the top of the "Workflow" area.

InitData

This control determines the logged-in user and transfers them to the ticket, together with their building. The room and cost center are also entered if this is set in the system configuration, and the control also ensures that the info area cannot be edited with this information. Changes to the data are not permitted and should instead be entered in the info area with the deviating data.

SetEndDate

SetEndDate

BcfFile

When a service ticket is created from the BIM Explorer, it is linked to the associated BFC file. This enables seamless tracking and resolution of problems or queries related to the Building Information Model (BIM). The link is shown in this info area.

Working hours

Working hours

See also: Working hours

Info glass cleaning

Info glass cleaning

Defects

Defects

See also: List of defects

Create defect

You can use this action to enter a new defect for defect management from the service ticket.

Sub-Tickets

Sub-Tickets

See also: Service tickets

Create Sub-Tickets

Sub-tickets can be created in the work bar under "Extras". Sub-tickets describe work that is required for processing the current service ticket, e.g. if a necessary cleaning object is defective. Once the sub-ticket has been processed, the higher-level service ticket can be processed.

Duplicates of the ticket

Duplicates of the ticket

See also: Service tickets