Getting Started
This guide introduces the Ticket Management, its key concepts, and helps you get started quickly.
What is Ticket Management?
Ticket Management enables machine operators and maintenance engineers to react more quickly and in a more targeted fashion in case of failures, and to manage and track their issues. Employees can receive notifications for a timely response.. All tickets are listed on a board with various sorting and filtering options. Tickets can be assigned to specific groups and users, meaning only employees with the right qualifications and responsibility for the task receive a ticket. In addition to delegation features, each ticket also has escalation mechanisms in case the processing time expires.
Main functions of Ticket Management:
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Automatic and manual creation of domain-specific tickets
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Assignment of tickets to the appropriate persons or groups
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Display and editing of ticket details
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Display, accept, assign, return, resolve or delegate tickets
Key Concepts
This documentation covers:
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The key concepts, including ticket workflow and domain model
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Guidelines for common requirements, e.g., integration with other modules, consuming the API, etc.
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Considerations when integrating Ticket Management
Prerequisites
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Ensure your customer tenant is assigned the required TM roles.
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At minimum, the
Ticket Management Userrole is required to access the ticket board. -
For details on roles and permissions, see TM Application Roles and Permissions.
Accessing the API
The API documentation is available at Ticket Management API.