The workflow axis is the horizontal bar displayed at the top of the single ticket view. It shows the ticket's progress as a sequence of steps, from the moment the ticket was created to the moment it was closed.
The axis is available in the Tickets module, in the details of a single ticket. To open it, click the ticket number in the tickets list.
What the axis shows
Each step on the axis corresponds to a ticket status. A step is marked as reached once the ticket has been set to that status, and shows when the status was set. The step the ticket is currently in is highlighted.
The axis is not a separate list of tasks and it is not configured per ticket. It is a visual representation of the statuses the ticket has passed through. Which statuses are available depends on the ticket type configuration, on your permissions, and on the application settings for the Status button.
Note
Steps cannot be added to the axis manually, and the order of steps cannot be edited. A new step appears on the axis only as a result of a ticket status change.
A predefined, editable list of activities is a feature of the Inspections module, not of tickets. There, tasks are defined in the Tasks tab of an inspection definition and can be added manually or imported from an Excel template. A ticket has no equivalent list.
Steps on the axis
The steps correspond to the ticket statuses listed below. Not every status appears on every ticket.
Step (status) | Description |
New request / Opened | Ticket opened. |
Acknowledged | Ticket approved. Available only for a ticket in the New request / Opened status, and only if the status is enabled for the ticket type. |
In progress | Ticket in progress. |
Offer/Cost | A proposal is added to the ticket. Cannot be set from the axis; it results from adding a cost with the +Cost button. |
Cost acceptance | All approvers accept the proposal. Cannot be set from the axis; it results from the approval path in the Proposal tab. |
Report | Set when the ticket is moved to the Report status, using the Status button or by clicking the Report step on the axis (requires the |
Done | The Responsible party has completed all tasks included in the ticket. |
On hold | The ticket is on hold. When the |
Works approval / Closed | The authorized user approved works related to the ticket. |
Closed | The authorized user approved the completion of all tasks related to the ticket. |
Cancelled | Ticket cancelled. |
Move the ticket to the next step
To move the ticket forward, change its status. You can do this in two ways:
Click the step directly on the workflow axis.
Click the Status button and select the new status.
Both actions produce the same result: a new step on the axis and an entry in the History tab.
Note
The Offer/Cost and Cost acceptance statuses cannot be set from the workflow axis.
Statuses do not have to be set in the order shown in the table above, and a ticket can also be moved backwards. A ticket in the In progress status can be returned to New request / Opened by clicking that step on the axis, which requires the Close permission. A Closed or Cancelled ticket cannot be edited and must first be reopened, which requires the Reopen permission.
The permissions that govern moving a ticket between steps are listed below. You can set them in the Admin → Permissions → User/Permissions unit, or in Role/Permissions if you grant them to a whole role.
Permissions section | Permission name | Description |
Ticket - Tickets |
| Required to set any status other than New request / Opened, to acknowledge a ticket, and to move a ticket back to New request / Opened from the axis. |
Ticket - Tickets |
| Required, together with |
Ticket - Tickets |
| Allows the user to reopen a ticket with a status of Closed or Cancelled. |
Ticket - Tickets |
| Allows the user to cancel a ticket. Cancelling is not limited to the Opened or Done status; a Cancelled or Closed ticket must be reopened first. |
Ticket - Tickets |
| Allows the user to close the ticket in any status. Users of an external service company are offered the closing statuses only. |
Labels above the axis
The bookmark icon above the workflow axis pins labels to the ticket. Labels can be private, visible only to the creator, or public, visible to all users with ticket editing permission.
Pinning a label may trigger a workflow rule configured in the system, for example a status change or an update of the responsible person. The result is then visible as a new step on the axis.
Generate a document or a report
Documents and reports are not generated from the workflow axis itself. Use one of the following, depending on what you need:
You need | Where |
A work order or another document based on a template | Open the ticket, go to the Documents tab and generate the document from a template. The document is numbered automatically and stored as a ticket attachment. |
The ticket report, optionally with photos | Click the Report button in the ticket view. Requires the |
A billing report covering visits | Open the visits list and click Export charge report. The report is downloaded as an XLS file and includes the charges entered when the visits were created. |
Invoices attached to the ticket | Cost tab in the ticket details, available when the |
What is not shown on the axis
The axis records status changes only. The remaining activity on the ticket is stored elsewhere in the ticket details:
Notes, comments and automatic entries: History tab. Add a note with the +Note button.
Visits, materials and actions performed on site: Visits tab.
Costs, proposals and invoices: Cost and Proposal tabs.