Ticket

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Introduction

A Ticket is a record of a complaint or service request that serves as the starting point before a Job Assignment is created. A Ticket has a priority and status, can be assigned to an employee, and can directly trigger the creation of a related Job Assignment.

Glossary

Term	Explanation
Requester (Pemohon)	The employee who reported the complaint/request on the ticket.
Assignee (Pelaksana)	The employee assigned to handle the ticket.
Assign (Tugaskan)	The action of assigning a ticket to an employee.
Download Ticket PDF	Download the ticket list (per the active filter) as a PDF document.

Prerequisites

• A stable internet connection.
• An active account in the system.
• Permission to edit, assign, change the status of, or delete a ticket, according to your role.

Step-by-Step Guide

Viewing the Ticket List

Goal: find a specific ticket and monitor its status.

Steps:

1. Open the Ticket menu. The list shows the number (with subject and opened time), priority, Requester, Assignee, and status (with closed date and resolution time once completed).
2. Use the Search field to search for a ticket freely.
3. Click Filter to narrow the list by Status, Priority, or Rolling Stock.
4. Click Download Ticket PDF to download the list (per the active filter and search) as a PDF document.

Expected Result: you find the ticket you searched for, with the list filtered to your chosen criteria, and can download it as a PDF.

Assigning a Ticket

Goal: assign a ticket to an employee as the assignee.

Steps:

1. Make sure the ticket's status is not Closed.
2. Click Assign on the ticket row.
3. Once an employee is assigned, the system offers the option to create a Job Assignment right away.

Expected Result: the ticket has an assignee, and you can choose to proceed directly to creating a Job Assignment. Full details are in Assignment & Status Change.

Changing Ticket Status

Goal: update how a ticket's handling status.

Steps:

1. Click Change Status on the ticket row. This action is available at any status, as long as you have permission.
2. Follow the full form steps in Assignment & Status Change.

Expected Result: the ticket's status is updated according to your selection.

Viewing and Adding a Job Assignment from a Ticket

Goal: review Job Assignments already linked to the ticket, or create a new Job Assignment directly from existing ticket data.

Steps:

1. Open the ticket detail dialog to see the list of Job Assignments already linked to this ticket.
2. Click Add Job Assignment on the ticket row or inside the ticket detail dialog.
3. The Job Assignment form opens with the Ticket field, employee (Assignee), and rolling stock already filled in automatically. Full details are in Assignment & Status Change.

Expected Result: you can see the Job Assignments linked to this ticket, and a new Job Assignment is created with initial data already filled in from the ticket.

Editing and Deleting a Ticket

Goal: update a ticket's data or delete it if no longer needed.

Steps:

1. Click View on the ticket row to open the full detail.
2. Click Edit to change the ticket's data. This action is only available while the ticket's status is not Closed.
3. To delete a ticket, click Delete, then confirm on the confirmation dialog that appears.

Expected Result: the ticket's data is updated, or the ticket is successfully deleted from the list.

Warning: deleting a ticket is permanent. Make sure you check the ticket's details before confirming the deletion on the confirmation dialog.

Troubleshooting / FAQ

Issue	Solution
The Edit or Assign button doesn't appear on a ticket	This action is only available while the ticket's status is not Closed. A closed ticket can't be edited or reassigned from here.
I don't see the Delete button on a certain ticket	The availability of the Delete action follows your account's permissions. Contact your administrator if you should have this access.
I can't find the Download Ticket PDF button	This action is only available to accounts with the download ticket PDF permission. Contact your administrator if you should have this access.