General Descriptions

Situation-Based Assignment

The situation-based assignment algorithm applies to both regular assignment (create, delegate) and escalation (with an additional escalation group), as follows:

If an error occurs, Ticket Management searches for a ticket mapping that matches both the device type and the event ID.

A ticket is only created if ticket mapping has been found.
Ticket Management searches for the device in the plant hierarchy.

If the device is not assigned to a hierarchy level, a ticket is created and assigned to the default operator.
Ticket Management searches for a responsible department/user group.
- If no department/user group could be found, the search continues in the node above it in the hierarchy.
- If the top level of the hierarchy is reached, the ticket is assigned to the default operator.
Ticket Management searches for the resolving group.

If no appropriate resolving group was found in the current hierarchy node, the search is continued in the node above it in the hierarchy, with step 3.
All users in the appropriate resolving group are considered as possible processors for this ticket.

If no appropriate resolving group was found in the entire hierarchy, the ticket is assigned to the default processor.

Escalation

A ticket is escalated in the following cases:

If the ticket has not been closed within the configured time period.
- Ticket type PLANABLE : after expiration of the configured time period when the ticket is created.
- Ticket type INCIDENT : after expiration of the time period configured with the ts_accepted_deadline and ts_completion_deadline parameters.
If the ticket was accepted by a specific user, but the user did not close, reject or delegate the ticket.

An escalation group is added to the escalated ticket as an additional request and the assignment algorithm searches for a suitable user.

If there is the default escalation group DEFAULT_ESCALATION_GROUP , tickets to be escalated for which no escalation group is defined are assigned to the members of this group. Escalation groups can be assigned to the resolving groups: Assign or Remove Escalation Group.

Domains

Domains are an extension to the standard tickets to define additional ticket properties. A domain is registered through the API with domain name and domain-specific ticket properties. This functionality can also be used by modules to define additional information that is available in the ticket for tickets generated by the module.

For each registered domain, Ticket Management registers an event type at Notification Service to enable users to be notified in case of ticket status changes.

Event type is only registered once for each domain after creation of the domain in Ticket Management. Notification Service does not support modification of event type currently. Thus Ticket Management cannot update event types, resulting in potentially outdated event types used in Notification Service, which could further lead to improper or missing notification functionality for the users.

If a domain is registered, tickets with domain-specific ticket properties can be created both in the background by other modules and manually in the Ticket Management > Board menu entry:
Create a Ticket Manually.

The domain-specific ticket properties can be changed at any time by the Domain without a reference to the Ticket Management module via the API.

The domain-specific ticket properties are displayed in the ticket detailed view in the Basic Information tab below the description : Basic Information Tab.

The individual properties are displayed with the following information:

Name of the property
Value of the property (display name)

Example: Condition Monitoring domains

The Condition Monitoring module is registered as a domain by default.

The following additional ticket properties are defined:

Code: (only for tickets created automatically in the background)

In addition to the domain-specific ticket properties, branch options are also implemented in the Condition Monitoring module. These Module Interactions are different for manually created tickets from those for tickets created automatically in the background and are dependent on the device in both cases.

If other modules have also registered interactions for a device in the portal, these are also displayed as an option for Module Interactions.

Example options for Module Interactions of the Condition Monitoring domain

manually created tickets:
- Create Quick Reaction :
  
  Create a quick reaction in the Shopfloor Management > Deviation Processor menu entry:
  Create or Edit Quick Reaction
- Show Device Processes:
  
  View and validate the process details in the Process Quality module.
- Device Live Measurements, Device Measurements and Device Events:
  
  View the relevant detailed information for the device in the Efficiency analysis > Condition Monitoring menu entry:
  Condition monitoring.
automatically created tickets:

Device Measurement Analysis:

View the Measurements tab in the Performance Analysis > Condition Monitoring menu entry. The chart is filtered by Time and Event Code :
Measurements tab.