Introduction to the Ticket Management module

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

Main Function

Management of manually created tickets
Management of tickets that were generated automatically based on machine messages, rules or modules
Automatic assignment of tickets to specific users or groups of users who have been assigned a specific resolving group
Management of attachments to tickets
Assignment of escalation group to resolving group
Creation of maintenance status widgets

Roles and permissions

All modules of the Nexeed Industrial Application System are based on permissions. Depending on the permissions, different functions are available in a module.
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

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

View all tickets

View ticket escalation

Add ticket escalation

Change ticket escalation

Delete ticket escalation

Add, download, and delete attachments

Add, configure, and delete maintenance status widgets

Full access and change rights to all tickets.

In addition to the standard roles, there are three 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

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