Trouble Ticket

The Trouble Ticket module acts as an internal service desk for MCC. This section designed to create and oversee tickets for issues regarding substations, lines, and facilities. This module organizes lists of tickets and abilities to download and update reports.

In the initial Trouble Ticket page, the trouble ticket list, which includes the tickets with a status of active and open. The list offers information like ticket ID, description, status, start date, end date, work group, facility, substation, age, and an action button. The page also offers two other lists, which include the tickets that are scheduled or all the tickets. These lists are available when pressing the buttons Scheduled or All found at the top left of the page. Other functionalities are available like creating tickets and managing groups.

Trouble Ticket - Ticket Information

The Trouble Ticket Information is a small prompt that holds further details about a trouble ticket. Details include user, assigned to, comment/resolution, and an edit button to edit the trouble ticket. The information is available in a small prompt and to open, go to the list, locate the ticket in question, and click the ticket ID. Click anywhere outside the small prompt to close.

Trouble Ticket - Action

In the Trouble Ticket lists, there is a column labeled Action. The button is three dots. When clicked, the options will appear, either edit or edit and forward. If a ticket has a status of Open, then you only have the option to Edit the ticket. If a ticket has a status of Active, then you will have the option to Forward and Edit the ticket.

Trouble Ticket - Forward

The Forward option in the Trouble Ticket section is meant to manage tickets more efficiently and it os available . This option is designed to forward the ticket information to a group. In the prompt, the input box offers a dropdown menu to select the group the ticket will be forwarded to. There is also an option to write comments or resolution.

Trouble Ticket - Edit

The Trouble Ticket section allows to Edit a ticket and the Edit page is available in two ways. You can click the Edit button found on the Ticket Information prompt when you click the ticket ID. You can also click the Action button found on the right end of the ticket and the option will be available. In the Edit page, you can make changes pertaining to the ticket information like the facility information, add documents, and ticket status. Click Save Updates to save the changes or Go Back to cancel the changes.

Trouble Ticket - Create Ticket

The Trouble Ticket section allows you to create a ticket. Go to the top right corner of the page and click the Create Ticket button. You will be directed to a new page where information like facility information and add documents will be available. When done filling out the form, click the Submit button and the newly created ticket will be added to the Trouble Ticker list. To cancel the Create Ticket form, click the Go Back button and you will be redirected to the Trouble Ticket page.

Trouble Ticket - Add Document

The Add Document feature is available to add documentation pertaining to a trouble ticket. This feature is designed to upload documents like Excel or Word documents in the following formats: .docx, .png, .txt, .pdf, and .xlsx. The option to add a document is available in the page to create a ticket or edit a ticket, if you scroll towards the bottom in both pages you will see the Add Document button.

Trouble Ticket - Filter

The Trouble Ticket module offers a filter feature and can be accessed by clicking the filter button found on the top right corner of the list. The filter feature is designed to narrow the ticket search. Some of the filter options include dates, locations, and workgroups. After inputting the filter selections, click Apply and the list will repopulate according to the filters. To remove the filters, click Filter and click Clear.

Trouble Ticket - Download

The Trouble Ticket section allows you to download the list into your device. Click on the down-arrow button found at the top right corner of the list. The report will download into your device as an Excel sheet.

Manage Workgroups

The Trouble Ticket module offers a Manage Workgroups feature. The Manage Workgroups page is available by clicking the Manage Workgroups button at the top right corner of the module. The Manage Workgroup page will open and offers a list of the work groups. In this page, you can create, edit, or delete a workgroup. There is an Action menu found on the right end of each workgroup where the features like edit or delete are available. The Edit prompt will allow you to make changes to the work group like adding an email list or subgroup. The Delete option is also available in the Actions menu and clicking Delete will open a prompt to either click Yes, Delete or Cancel and go back the workgroup list.

Manage Workgroups - Add Work Group

The Manage Workgroups section allows you to add a workgroup. This feature is available by finding and clicking the Add Workgroup button found on the top right corner in the Manage Workgroups section. The Add Work Group prompt will open where you can add a group name, email distribution list, and a subgroup. Click Save to create a workgroup or Cancel to go back the Manage Workgroups section.

Scheduled Tickets

The Trouble Ticket module offers a list category named Scheduled Ticket. This list is available by clicking on the Scheduled Tickets tab found on the top left side of the list. This list will only show the tickets that are the scheduled type of requested ticket. Just like the Trouble Ticket list, the Scheduled Ticket list allows you to filter using the Filter button found on the top right corner of the list. Aside from the Filter feature, the Scheduled Ticket section also allows you the download option by clicking the down-arrow button found on the top right corner of the list.

Search

The Trouble Ticket module offers a search engine to make finding a ticket more efficient. The search engine is found at the top center of the Trouble Ticket module. You use the search engine by typing the ticket ID number and pressing enter. The list will populate to show only the ticket with the ID number. Click the list tab to display the original list.