Tickets - Mobile App
From VersaVision Support
- OVERVIEW
- Tickets is a part of the system where users can input notes, upload files and collaborate with other users.
- In the Mobile App, users can perform all the functions available on the PC side plus additional functions.
- The phone/mobile device must be using a wireless connection to the same network the VersaCall computer/server is connected to.
- This page will concentrate on adding, editing, commenting, attaching a file, closing and creating tickets for active alerts.
- NAVIGATION
- Tickets can be accessed via the Home page menu or the Tickets icon under Applications.
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- On the Tickets page click on the Phone icon.
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- Scan the QR Code from a mobile device or use the web address in a web browser.
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ADDITIONAL INFORMATION
- ADD A TICKET
- The Mobile App is focused on Quality issues. When the App is opened the user will see a Quality heading.
- All tickets will be visible regardless of type.
- Click on the Add (Plus Icon) button at the bottom right side of the screen.
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- A New Ticket window will load, click in the Title field to enter a name/title for the ticket.
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- Click in the Description field to enter a description for the ticket.
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- Select the Submit button to save the Ticket to the system and access additional options.
- See the "Comment" and "Attachment" sections of this page for more information.
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- Select the Back button to return to the Tickets list.
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ADDITIONAL INFORMATION
- ADD A COMMENT TO A TICKET
- To Comment on an Open Ticket - select the ticket from the Tickets list.
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- The Ticket window will load - click on the Add Comment button.
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- The New Comment window will load. Select the Comment field and type in the information needed. Select the Submit button.
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- The Ticket window will reload showing the Comment above the Add Comment button. Select the Back button to return to the Tickets List.
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ADDITIONAL INFORMATION
- ADD A FILE TO A TICKET
- Users can add files to Tickets at any time.
- Select the Ticket from the Tickets list.
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- The Ticket window will load, click on the Add Attachment button.
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- Click on the Attachment button.
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- Using the File Browser on the Mobile device, navigate to the file that needs to be uploaded.
- Certain devices will allow the user to take a picture and upload it to the ticket in real-time.
- Select the file or take a picture. A preview of the image will show in the New Attachment window after it is selected.
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- If the Image is correct, select the Submit button. If the image is incorrect, select the Attachment button to take another photo or select a different image.
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- The Ticket page will reload showing a thumbnail of the file or picture submitted/uploaded. Click on the Back button to return to the Tickets list.
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ADDITIONAL INFORMATION
- EMAIL TICKET INFORMATION
- Users can send all of the Ticket information and attached files to an email address inside the Mobile App.
- Select the Ticket from the Tickets List.
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- Click on the Send button.
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- An email entry window will load, select the Email #1 field.
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- Enter the email address that is to receive Ticket information.
- An additional Email field will automatically load below. Additional Email fields will load for each new address entered.
- Once all of the email addresses have been entered, select the Send button.
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- All of the email recipients will get an email message from the VersaVision system.
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- Inside the email users will be able to see the Title, Description, Comments and Attachments.
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ADDITIONAL INFORMATION
- CLOSE A TICKET
- Users can Close a Ticket that is open at any time.
- Select the Ticket from the Tickets list.
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- The Ticket window will load, select the Close Ticket button.
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- The Ticket window will reload, showing all entered information.
- The Add Comment, Add Attachment and Close Ticket buttons will no longer be available.
- Select the Back button to return to the Tickets List.
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- On the Open Tickets List, the Closed Ticket will not longer be visible.
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ADDITIONAL INFORMATION
- VIEW OPEN TICKETS
- On the Tickets List, click on the drop down arrow in the top right corner of the screen.
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- The Show pop-up will load on the screen. Select the Open option.
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- The Open option will show in blue text and have a checkmark. Select the OK button.
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- The Tickets list will refresh and reload showing only the Open tickets.
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ADDITIONAL INFORMATION
- VIEW CLOSED TICKETS
- On the Tickets List, click on the drop down arrow in the top right corner of the screen.
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- The Show pop-up will load on the screen. Select the Closed option.
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- The Closed option will show in blue text and have a checkmark. Select the OK button.
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- The Tickets list will refresh and reload showing only the Closed tickets.
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ADDITIONAL INFORMATION
- VIEW ACTIVE QUALITY ALERTS
- The Mobile App allows the user to view all active alerts that have been tagged as Quality.
- Click on the down arrow in the top right corner of the screen.
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- The Show pop-up will load on the screen. Select the Active Calls option.
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- The Active Calls option will show in blue text and have a checkmark. Select the OK button.
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- The Tickets list will refresh and reload showing only Active Alerts tagged as Quality.
- Any alerts that have existing tickets will have "Show Ticket" displayed under the elapsed time.
- Any alerts that do not tickets will have "Create Ticket" displayed under the elapsed time. See the next section on this page for information on Creating a Ticket from an Active Alert.
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ADDITIONAL INFORMATION
- CREATE A NEW TICKET FROM AN ACTIVE ALERT
- The Mobile App allows the user to create a new Ticket from an Active Alert.
- Ensure the Active Calls filter has been enabled on the Tickets List.
- Select the alert that needs to have a Ticket created.
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- The New Ticket window will load.
- The Title will automatically populate with the Location Name and Alert Name.
- Select the Description field to add a description to the ticket.
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- Select the Submit button to save the Ticket to the system and enable additional options.
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- The Ticket will refresh enabling the Add Comment, Add Attachment, Send and Close Ticket functionality.
- See the appropriate section for the option required.
- Select the Back button to return to the Tickets List.
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ADDITIONAL INFORMATION
- SIGN IN - SIGN OUT - SWITCH USERS
- The Mobile App allows the user to switch the log in/user when needed.
- Select the 3 line icon in the top left corner of the screen..
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- Select the Sign Out button.
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- The user will be logged out and the log in screen will load.
- Enter the user email address and password that needs to sign into Mobile App.
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- After entering the correct email address and password, select the Log In button.
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- The new user will be brought to the Open Tickets List.
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ADDITIONAL INFORMATION
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