Tickets allow DPS users to report issues, request assistance, or ask for information directly to the service provider or OEM.
They ensure that problems are tracked, prioritized, and resolved efficiently, improving support quality and response times.
A Ticket that is reported in the DPS is associated with a Ticket Type.
Creating a Ticket Type
To add a new Ticket Type, you should:
Enter the Involvement / Tickets page.
Press the Add Ticket Type button.
Provide the required information.
Press the Save button and edit the additional information, if needed.
Editing a Ticket Type
A Ticket Type is described by the following information:
Name: The name uniquely identifying the type.
This is helpful if you plan to use API integrations.Label: The label to be displayed in the DPS for the Ticket Type.
Event selection enabled: If selected, when the Ticket Type is selected in the DPS, it is possible to select an Event to be associated with the created Ticket.
Properties: Select the properties you want to associate with the Ticket Type.
In the DPS, the properties will be displayed according to the selected Ticket Type.
Edit Ticket Properties
In the Tickets page, by clicking on the Tickets Properties link present in the page footer, you can define the properties to be associated with each Ticket Type.
The page displays the list of already defined Ticket Properties, and by pressing the Add Ticket Property button, you can add a new one.
By clicking on a Ticket Property row, you can edit it.
To be used, properties must be associated with the right Ticklet Types, and the same property can be used among multiple types.
The Ticket Property editing page is subdivided into the following sections.
General
Label: The label displayed within the pages (e.g., Priority).
Name: The name uniquely identifying the property.
Description: The description that is displayed under the property within the Ticket editing pages.
Type: The property value type, one of Boolean, Date, Double, Float, Integer, Long, or String.
For more details about types, refer to the Property Types article.Unit: The unit displayed along with the property value (e.g., kg). It is available only for numeric properties.
Default value: The property default value assigned when a Ticket is created.
Data Type: In case of numeric values, you can define whether the property values are DISCRETE or CONTINUOUS, and then you can also define Dictionary or Thresholds.
Group: The key used to group properties within editing dialogs.
Rendering
Order: The order used to sort properties within editing dialogs.
Selection: The selection mode (radio, select, switch) for multiple values.
Values: The set of value and label pairs in case of selection.
Availability
Display in ticket list as column: If selected, the ticket lists will include the property as a table column.
The order of columns depends on the property Order.
Constraints
Mandatory: The property cannot be left blank. When creating a new object or updating an existing object, if the value of the property is missing, the backend reports an error.
Min: The minimum value used to validate numeric properties.
Max: The maximum value used to validate numeric properties.
Step: The increment step for numeric types.
RegEx Validation: You can specify a regular expression (e.g., ([a-z])*)to validate STRING properties.
Optionally, you can define an error message to inform the user in case of invalid values.
Ticket Priority
By default, the Priority property is included and can be used by technicians to sort tickets for processing.
The Priority is rendered as a selection field with these levels: (1) Low, (2) Normal, and (3) High.
You can modify the property, for instance, to change levels as you need, or you can also delete the property.