IT service companies have to issue tickets, dispatch engineers, follow the work on site and collect customer signatures — usually on paper or over LINE.
Service work inside the organization: employees report issues, the IT team picks them up. No sign-off signature needed.
Engineers going out to the customer's site. Both the engineer's and the customer's signature must be captured when the job is closed.
Work done in the lab or repair center. No sign-off signature needed.
| Dimension | Options in the system |
|---|---|
| Job type (5 kinds) | MA (maintenance contract) · Repair · Installation · Consulting · Other |
| Urgency (5 levels) | Critical · High · Medium · Low · Unspecified |
| Ticket status | Draft → Open → In progress → Completed (and Cancelled) — the system switches it to “In progress” automatically when an engineer is assigned at creation time |
| Assignment | Several engineers can be assigned to one ticket |
Create them in advance and they are pulled into the ticket automatically — MA jobs get the MA checklist, installation jobs get the installation checklist.
Captures both the engineer's and the customer's signature when the job is closed. Attach files and photos from the site. Produce a PDF ticket report to send to the customer.
Upcoming jobs · job counts by status per year · latest jobs.
End customers can see the status of their own jobs, with a list of overdue jobs and a summary of remaining credit.
A stage-by-stage hand-off route: Engineer → Procurement.
Open · Waiting on Engineer · Waiting on Procurement · Completed · Cancelled · Rejected — each stage has its own owner and its own deadline.
Pass closes the current stage and opens the next one; only the actual owner of that stage may pass it on. Reassign is available when the original owner is on leave or has moved roles. Only the procurement stage can reject.
Warns when 80% of the deadline has elapsed (SLA Warning) and alerts when it is exceeded (SLA Breached), with an email to every owner involved.
Book a walkthrough and our team will run a real ticket from open to close.