Maintenance and repair tickets

Track issues reported against a hardware asset — a broken device, a repair, a warranty claim, or scheduled upkeep — and route each one to a technician until it's closed. A ticket always belongs to exactly one asset, and the asset's status follows the ticket's lifecycle so the register and dashboards stay accurate.

Every ticket lives under Incidents & repair in the admin console. The same lifecycle governs all ticket types, so a warranty claim and a routine cleaning move through the same statuses.

:::note Before you begin

• You have an admin role (admin, it-admin, or super-admin).
• The asset already exists in the register. To add one, see Add a hardware asset.
• A ticket can only be assigned to a technician — a user with the it-admin, admin, or super-admin role. :::

Open a ticket

1. In the sidebar, open Incidents & repair, then select + New ticket.
2. Pick the Asset the ticket is about. This is required.
3. Choose the Type and Priority, then write a Title that names the problem.
4. Fill in any other fields you have — see the field reference below.
5. Select Create ticket. To leave without saving, select Cancel; no ticket is created.

On save, the ticket opens at status Open and you land on its detail page with a confirmation such as Incident opened. If you assigned a technician, they get an in-app notification right away.

note

Opening a ticket of type Incident, Repair, or Warranty claim moves the asset to In repair automatically, so it can't be assigned out from under the technician. Upgrade, Inspection, Cleaning, and Other leave the asset's status untouched. An asset already In repair, Retired, or Disposed is left as-is.

Ticket fields

The New ticket form requires the asset, type, priority, title, and status; the status is pre-set to Open. Everything else is optional.

Field	Required	Default	Notes
Asset	Yes	—	The hardware the ticket is about. The picker lists up to 500 assets by asset tag.
Type	Yes	Incident	One of the ticket types.
Priority	Yes	Medium	One of Low, Medium, High, Critical.
Title	Yes	—	Short summary of the problem. Max 255 characters.
Description	No	—	What happened, steps already tried, error messages. Max 8000 characters.
Status	Yes	Open	One of the statuses. Usually left at Open for a new ticket.
Assign technician	No	Unassigned	Pick a technician to page them on creation.
Scheduled for	No	—	Planned date for the work (YYYY-MM-DD).
External ticket ref	No	—	A reference in your help-desk system, e.g. SC-12345. Max 191 characters.
Estimated cost	No	—	Number, 0 or greater.

Ticket types

The Type sets what a ticket represents and whether opening it takes the asset offline.

Type	Use for	Takes asset offline
Incident	Something broke, was lost, or was stolen.	Yes
Repair	A planned or in-progress fix.	Yes
Warranty claim	A repair pursued under warranty.	Yes
Upgrade	Hardware upgrade work.	No
Inspection	A routine check.	No
Cleaning	Routine cleaning or upkeep.	No
Other	Anything that doesn't fit the above.	No

Ticket statuses

A ticket moves through these statuses. The list view and detail page colour-code each one.

Status	Meaning
Open	Logged, not yet started.
In progress	A technician is actively working it.
Awaiting parts	Blocked while waiting on parts (shown as Waiting on parts in the counters).
Completed	Resolved and closed.
Cancelled	Closed without a fix.

Work and close a ticket

Open a ticket from the list to see its description, the linked asset, the people involved, and a timeline. Use the Update ticket card on the left to move it forward.

1. Open the ticket from Incidents & repair.
2. In the Update ticket card, change any of the fields below.
3. Select Save changes.

Field	Required	Default	Notes
Status	Yes	Current value	Move the ticket along its lifecycle.
Priority	Yes	Current value	Re-prioritise as the situation changes.
Assignee	No	Current value	Reassign to another technician, or set to Unassigned.
Cost	No	Current value	Actual cost of the work. Number, 0 or greater.
Started	No	Auto-stamped	Date work began (YYYY-MM-DD).
Completed	No	Auto-stamped	Date the ticket closed (YYYY-MM-DD).
Scheduled for	No	Current value	Planned date (YYYY-MM-DD).
External ref	No	Current value	Help-desk reference. Max 191 characters.
Resolution / fix notes	No	—	What fixed it. Max 4000 characters. Shown on the ticket once set.
When closing → set asset status to	No	Leave unchanged	The asset status to apply when the ticket reaches Completed. See below.

note

You don't have to stamp dates by hand. Moving a ticket to In progress sets Started to today if it's empty, and moving it to Completed or Cancelled sets Completed to today if it's empty.

Set the asset's status on close

When work is done, the asset usually needs a new status — back in service, retired, or still being worked. The When closing → set asset status to field controls this. It applies only when the status transitions to Completed; otherwise the asset keeps its current status.

Option	Resulting asset status
— leave unchanged —	Asset status is not touched.
Available (back in pool)	Available
Still in repair	In repair (for a multi-pass fix)
Storage	In storage
Retired	Retired
Disposed	Disposed

warning

Setting the asset to Retired or Disposed here changes only its status — it doesn't record how the device's data was sanitised. For disposal evidence, mint a wipe certificate from the asset's page. See Wipe certificates.

Notifications

The platform pages people automatically so they don't have to refresh:

Event	Who is notified
A ticket is created with a technician assigned	The assigned technician
The assignee changes on an existing ticket	The newly assigned technician
A ticket transitions to Completed	The person who reported it

Find tickets

The Incidents & repair list opens with open work bubbled to the top — sorted by status, then priority, then most recent. Five status counters across the top show how many tickets sit in each status; select one to filter the list to it.

Use the filter bar to narrow the list:

Filter	Matches
Search	Title, description, external ticket ref, or the linked asset's tag or name.
Type	A single ticket type.
Priority	A single priority.
Technician	Tickets assigned to that technician.

Select Filter to apply. Use the column picker on the right of the filter bar to show or hide the External ref, Cost, Scheduled, Started, and Completed columns; your choice is remembered in the browser. Select any column header to sort by it.

Delete a ticket

To remove a ticket entirely, open it and use the Delete ticket button in the Danger zone card, then confirm. Deleting removes the ticket and its history but does not change the asset's status — if the asset is still In repair, set it back yourself from the asset page or by closing a ticket with the asset-status field.

warning

Deleting a ticket is permanent and the activity history is lost. To keep the record but take it out of the active queue, set the status to Cancelled instead.

Verify

• After opening an incident, repair, or warranty claim, the linked asset's status reads In repair on its detail page and in the Hardware list.
• The ticket appears under Incidents & repair, and its status counter increments.
• After you close a ticket with an asset status chosen, the asset shows that new status.
• The reporter receives a notification when the ticket is completed.

Troubleshooting

Symptom	What to do
The technician you want isn't in the Assign list	Only users with the it-admin, admin, or super-admin role can be assigned. Grant the role, then reassign. See Roles and permissions.
The asset didn't go to In repair when you opened a ticket	Only Incident, Repair, and Warranty claim take an asset offline. Other types leave its status unchanged. An asset already In repair, Retired, or Disposed is also left as-is.
Closing a ticket didn't change the asset's status	The When closing → set asset status to field applies only when the status moves to Completed, and only if you picked a value other than — leave unchanged —.
The asset is stuck on In repair after you deleted the ticket	Deleting never changes the asset. Set the status from the asset page, or close a ticket with the asset-status field set.
You can't find a ticket in the list	Clear the status counter and filters. Search matches the title, description, external ref, and the asset's tag or name.

Related

Assign and recover hardwareHand a device out and take it back; recovery can route an asset into repair.Read →Wipe certificatesRecord how a retired or disposed device's data was sanitised.Read →Roles and permissionsWho can be assigned a ticket and who can manage them.Read →Hardware overviewHow the hardware register fits together.Read →