Ticketing System

The Ticketing System orchestrates every maintenance request—from operator calls to engineering projects—ensuring nothing falls through the cracks.

What it solves

  • Creates a single source of truth for all maintenance activities.
  • Prioritizes work based on impact, safety, or production risk.
  • Enables cross-functional collaboration with comments, attachments, and notifications.

Core capabilities

  • Customizable ticket templates for breakdowns, improvements, or safety issues.
  • SLA tracking with visual status boards and automated escalations.
  • Task assignment based on skills, availability, and workload.
  • Real-time collaboration through comments, photos, and document attachments.
  • Integration with Preventive Maintenance and Predictive Maintenance for follow-up work.

Implementation playbook

  1. Define request types. Map categories, priorities, and routing rules.
  2. Configure forms. Capture the right data (asset, symptoms, downtime cost) up front.
  3. Train requesters. Enable operators, engineers, and QA to submit tickets via desktop or mobile.
  4. Establish triage. Create a dispatcher workflow to validate and prioritize work.
  5. Measure performance. Use dashboards to observe backlog health and response times.

Data captured

  • Request metadata (asset, downtime, shift, requester).
  • Labor, materials, and cost consumed during execution.
  • Findings, root cause, and prevention actions.

Best practices

  • Keep status definitions lean (Requested, Approved, In Progress, Waiting, Done) to avoid confusion.
  • Use WhatsApp / Email Notifications to notify stakeholders automatically.
  • Link tickets to Failure Modes to enrich reliability analytics.

KPIs to watch

  • Average response and resolution time per priority.
  • Backlog size by age buckets.
  • Repeat failures per asset after ticket closure.