Introduction to the Ticket Management module

The Ticket Management module is used to manage tickets which can be generated both manually and automatically. A ticket contains a description of a task or problem and is assigned to a resolving group.

Main Function

Management (assign, accept, delegate, escalate, resolve) of
- manually created tickets and
- automatically generated tickets by deviations detected from e.g. machine messages, rule result events or measurement messages,
handling of files attached to tickets,
assignment of escalation to resolving groups,
maintenance status widgets to display ticket statistic information and an
embeddable ticket lists and ticket creation dialogs for other modules.

Roles and permissions

Access to all modules of the Nexeed Industrial Application System is governed based on permissions. Depending on the permissions, different functions of a module are available.
To enable functions, the user is assigned a role based on the desired permission. Permissions are managed in the Multitenant Access Control module.

The standard configuration of the module includes the following roles:

Authorization	Ticket Management User	Ticket Management Expert	Ticket Management Admin
Call up the Ticket Management menu item to see the ticket board	x	x	x
Add, edit, assign, delegate, return and resolve tickets associated with the user or one of its associated groups.			x
View all tickets			x
Add, modify and delete ticket escalation			x
Add, configure, and delete maintenance status widgets	x	x	x
Full access and change rights to all tickets.			x
View all facilities	x	x	x
View solution groups	x	x	x
View all public documents. Related to documents offered in portal like Disclosure Document and API Documentation	x	x	x
View all ticket domains	x	x	x
View user information	x	x	x

Authorization

Ticket Management User

Ticket Management Expert

Ticket Management Admin

Call up the Ticket Management menu item to see the ticket board

Add, edit, assign, delegate, return and resolve tickets associated with the user or one of its associated groups.

View all tickets

Add, modify and delete ticket escalation

Add, configure, and delete maintenance status widgets

Full access and change rights to all tickets.

View all facilities

View solution groups

View all public documents. Related to documents offered in portal like Disclosure Document and API Documentation

View all ticket domains

View user information

In addition to the standard roles, there are four other roles that can be assigned to a user, a group, or another Nexeed Industrial Application System module.

Authorization

Ticket Reader

Ticket Creator

Ticket Modifier

Ticket Context Registrar

View all tickets

Add tickets

Edit all tickets

Create and change ticket domain

The following roles are available for the configuration of solution groups, ticket anonymization and archiving. They are all related to administrative tasks and not intended for users who work with tickets daily.

Authorization

Solution Group Configurer

Ticket Escalation Mapping Administrator

Ticket Anonymization Configurer

Ticket Archiving Configurer

Ticket Anonymization Executor

Portal registration configuration Reader - This Role will be deleted in the future. Use Operator role instead.

Solution Group Reader - This role is designed to be assigned to an application

Operator

Enable/disable solution group filtering when fetching groups from macma

View, add, modify and delete the solution group escalation mapping

View, add, modify and delete ticket anonymization configuration

View, add, modify and delete ticket archiving configuration

Trigger the ticket anonymization task

View the Portal registration configuration

View solution groups

Trigger Master Data reload

Access Health endpoint

Additional roles and authorizations can be created via the integration of an Access Control List (ACL): Facility-Related Access Control.