Tickets & Schedules
Complete guide to managing maintenance tickets, schedules, tasks, and dashboard widgets.
Learn how to manage maintenance operations in iTenance. This guide covers creating and tracking work orders, setting up preventive maintenance schedules, managing tasks, and using dashboard widgets to monitor your team's workload and costs.
Tickets
A Ticket represents a work order, maintenance request, or issue that needs attention. Tickets help you track work from initial request through completion, ensuring nothing falls through the cracks.
🎫 What is a Ticket?
Think of a Ticket as a trackable work order:
- • Title: A clear description of the issue or task (e.g., "Replace worn bearing on conveyor")
- • Machine: The equipment that requires attention
- • Category: The type of maintenance (Breakdown, Preventive, Scheduled, etc.)
- • Status: Current progress from Open to Completed
- • Responsible: The technician assigned to complete the work
Tickets List View
When you navigate to the Tickets section, you'll see a table showing all tickets with these details:
📋 Tickets List View
When you navigate to the Tickets section, you'll see a table showing all tickets with these details:
| Column | What It Shows |
|---|---|
| Ticket Name | The title describing the work to be done |
| Machine | The equipment associated with this ticket |
| Category | Type of maintenance (Breakdown, Emergency, Preventive, etc.) |
| Status | Current state of the ticket (Open, In Progress, Completed) |
| Created By | The user who opened the ticket |
| Date | When the ticket was created |
Creating a New Ticket
Tickets represent work orders, maintenance tasks, or issues that need attention. Create tickets to track work from request to completion.
Title
Provide a clear, descriptive title that summarizes the issue or task. Good titles make it easy to understand the work needed at a glance.
Category
Select the maintenance category (Breakdown, Emergency, Preventive, Scheduled, Upgrade) to help teams prioritize and plan work.
Assignment
Assign tickets to specific technicians for accountability. The responsible person will be notified and can track their workload.
Expected Resolution
Each category has an expected resolution time. Track against this target to ensure timely completion.
➕ Creating a New Ticket
Follow these steps to create a new ticket:
- 1 Click the "Create Ticket" button at the top of the list
- 2 Enter a Title that clearly describes the issue or task
- 3 Select the Machine that requires maintenance from the dropdown
- 4 Choose the appropriate Category (Breakdown, Preventive, etc.)
- 5 (Optional) Add a detailed Description with more information about the issue
- 6 (Optional) Assign a Responsible technician if known
- 7 Click "Save" to create the ticket
Ticket Statuses
Track ticket progress through various stages. The status flow helps everyone understand where each ticket stands in the process.
Open
New tickets that have been created but not yet assigned or started. Waiting for initial review.
Assigned
A technician has been assigned and acknowledged the ticket. Work will begin soon.
In Progress
Active work is being performed on the ticket. The technician is currently working on the issue.
On Hold
Work has been paused, usually waiting for parts, information, or other dependencies.
Completed
Work has been finished and verified. The issue has been resolved.
Cancelled
Ticket was closed without completion. May be a duplicate or no longer needed.
Ticket Categories
Categories help classify the type of maintenance work and set appropriate response times:
Breakdown
Equipment has failed and needs repair. Usually high priority to restore operations.
Emergency
Critical issues requiring immediate attention. Safety or production-stopping problems.
Preventive
Planned maintenance to prevent breakdowns. Regular inspections and servicing.
Scheduled
Pre-planned work that can be scheduled during convenient times.
Upgrade
Improvements or modifications to enhance equipment performance.
Ticket Page Widgets
When viewing a ticket, you'll see several widgets that help manage the work:
Machine Information
Shows details about the equipment associated with this ticket, including the machine name, location, and manufacturer.
Quick access to machine details • Location information • Manufacturer and model
Ticket Overview
Displays the current status, category, elapsed time since creation, and the expected resolution deadline. Includes a visual progress chart.
Status badge • Elapsed time tracker • Resolution countdown • Assigned technician
Images & Attachments
Upload and view photos of the issue. Visual documentation helps technicians understand problems and verify completed work.
Upload multiple images • View full-size photos • Document before/after conditions
Comments & Notes
Add notes, updates, and communicate about the ticket. Create a timeline of information that helps the team stay informed.
Add comments • Tag team members • Track updates chronologically
Activity Feed
A chronological log of all changes made to the ticket. See who did what and when for complete audit trail.
Status changes • Assignment updates • Edit history • Timestamps
Tasks Widget
Create and manage individual tasks within a ticket. Break down complex work into smaller, trackable steps.
Create tasks • Assign to technicians • Track completion • Log time and parts
Tasks
A Task is a specific piece of work within a ticket or schedule. Tasks break down complex maintenance jobs into manageable steps that can be assigned, tracked, and completed individually.
✅ What is a Task?
Tasks help you:
- • Break down complex jobs into smaller, manageable steps
- • Assign specific work to different technicians
- • Track progress on multi-step maintenance procedures
- • Record time spent and parts used for each step
Task Fields
Each task includes these key fields:
Task Name
A clear description of what needs to be done
Description
Detailed instructions or notes about the task
Assigned To
The technician responsible for completing this task
Task Status
Tasks can be in one of these states:
Open
Task has been created but work has not started yet.
Completed
Task has been finished and marked as done.
➕ Creating Tasks
Tasks can be created from within tickets or schedules:
- 1 Open the ticket or schedule where you want to add a task
- 2 Click the "Create Task" button in the Tasks section
- 3 Enter a Task Name describing the work
- 4 (Optional) Add a Description with detailed instructions
- 5 (Optional) Assign a Responsible technician
- 6 Click "Save" to create the task
Schedules
A Schedule represents a planned maintenance activity that occurs once or on a recurring basis. Schedules help you implement preventive maintenance programs to reduce unexpected breakdowns.
📅 What is a Schedule?
Schedules are perfect for:
- • Regular equipment inspections and servicing
- • Preventive maintenance routines
- • Compliance-required maintenance activities
- • Seasonal or periodic equipment checks
Create preventive maintenance schedules to perform routine tasks at regular intervals, reducing unexpected breakdowns and extending equipment life.
Recurrence Patterns
Schedules can repeat at these intervals:
Daily
Every day. Ideal for daily equipment checks or cleaning routines.
Weekly
Once per week. Good for weekly inspections or maintenance rounds.
Monthly
Once per month. Suitable for monthly service intervals.
Yearly
Once per year. For annual inspections, certifications, or overhauls.
➕ Creating a Schedule
Set up recurring maintenance to automatically remind your team when work is due.
- 1 Click the "Create Schedule" button
- 2 Enter a Schedule Name (e.g., "Monthly Conveyor Inspection")
- 3 (Optional) Add a Description with maintenance instructions
- 4 Set the Start Date for the first occurrence
- 5 Select the Recurrence pattern (daily, weekly, monthly, yearly)
- 6 (Optional) Set an End Date if the schedule should stop
- 7 Click "Save" to create the schedule
Schedule Page Widgets
When viewing a schedule, you'll see several widgets to help manage the planned maintenance:
Schedule Details
Shows the schedule name, description, start/end dates, recurrence pattern, and creation information.
Schedule name • Description • Dates • Recurrence pattern
Tasks for This Occurrence
Displays tasks for the current or selected occurrence. Create, complete, and track tasks specific to each scheduled date.
Navigate between occurrences • Create tasks • Mark tasks complete • View task details
Timeline
A visual timeline showing past and upcoming occurrences, task completions, and key events related to this schedule.
Past occurrences • Upcoming dates • Completion history • Visual progress
Statistics
Shows completion metrics for this schedule including total tasks, completion rates, and performance trends.
Completion rate • Task counts • Performance metrics
💡 Tip: Review and adjust schedules periodically based on equipment performance and maintenance history. Remove or modify schedules that are no longer needed.
Smart Checklists
A Checklist is a reusable template of questions and inspection items that can be attached to tickets and scheduled maintenance tasks. Checklists ensure consistency, improve quality control, and provide audit trails.
📋 What is a Smart Checklist?
Smart checklists are intelligent inspection forms that adapt based on your answers:
- • Ensure critical safety checks and quality standards are never missed
- • Questions can appear or hide dynamically based on previous answers
- • Capture photos and documentation during inspections
- • Maintain audit trails and compliance records
Where to Use Checklists
Checklists can be attached to both tickets and scheduled maintenance tasks:
Tickets with Checklists
Attach inspection checklists to breakdown tickets, emergency repairs, or quality control tasks.
Example: A breakdown ticket might include a safety inspection checklist before starting repairs
Scheduled Maintenance with Checklists
Attach recurring inspection checklists to preventive maintenance schedules. Each occurrence gets its own checklist completion.
Example: Monthly equipment inspection automatically includes a checklist that technicians must complete
Checklist Field Types
Checklists support various field types to capture different kinds of information:
Yes/No
Simple yes/no questions (e.g., "Is the guard in place?")
Checkbox
Single checkbox for confirmation (e.g., "I confirm all safety procedures followed")
Multiple Choice
Select one option from a list (e.g., "Condition: Good / Fair / Poor")
Text
Free-form text input for notes and descriptions
Number
Numeric values with min/max validation (e.g., temperature readings)
Scale
Rating scale (e.g., 1-5 for equipment condition)
Date
Date picker for scheduling or recording dates
File/Photo
Upload photos or documents as evidence
Conditional Logic (Smart Questions)
One of the most powerful features of smart checklists is conditional logic. Questions can appear or disappear based on previous answers.
🔗 How Conditional Logic Works
Set conditions that determine when a question should be visible. For example, if a technician answers "No" to a safety check, additional questions can appear asking for details.
Simple Example:
- Question 1: "Is the equipment functioning properly?" (Yes/No)
- IF answered "No": then show...
- Question 2: "Describe the issue in detail" (Text field)
Tip: Use conditional logic to create intelligent checklists that adapt to different scenarios without overwhelming technicians with irrelevant questions.
Creating Checklist Templates
➕ Create a New Checklist Template
Build reusable checklist templates that can be attached to multiple tickets and schedules:
- 1 Navigate to Checklists → Templates
- 2 Click "Create Template" and give it a descriptive name
- 3 Choose a Category (Safety, Quality, Preventive, etc.)
- 4 Add checklist items by clicking "Add Item"
- 5 For each item, choose the field type, add the question text, and configure any conditional logic
- 6 Click "Save Template" when finished
📎 Assigning Checklists
Once you have created checklist templates, you can assign them to tasks within tickets or schedules:
To Tickets
- 1. Open a ticket or create a new one
- 2. In the task section, create a task or edit an existing one
- 3. Select a checklist template from the dropdown
To Scheduled Maintenance
- 1. Open a schedule or create a new one
- 2. In the tasks section, create a task template or edit an existing one
- 3. Select a checklist template - it will be used for every occurrence
✅ Completing Checklists
When technicians work on tasks with checklists, they can complete them directly from the task view:
- Dynamic Questions: Questions appear or hide based on conditional logic
- Progress Tracking: See completion percentage in real-time
- Photo Upload: Attach photos for visual documentation
- Auto-Save: Responses are saved automatically as you work
Checklist Behavior
Understanding how checklists work with tasks and schedules:
Optional by Default
Tasks work with or without checklists. Checklists are completely optional.
Schedules & Occurrences
For scheduled maintenance, the checklist is defined on the task template. Each occurrence gets its own separate completion record.
Photo Documentation
Technicians can upload photos directly to checklist responses, creating visual audit trails.
Completion Scoring
Checklists track completion percentage and can calculate scores based on responses (pass/fail criteria).
💡 Tip: Use checklists for recurring inspections to ensure consistent quality and maintain compliance records.
Multi-Language Support
Checklist templates and questions are available in English (default), Hungarian, and German. The interface automatically displays in your preferred language.
🔄 How It All Works Together
Create Tickets for Issues
When equipment needs attention, create a ticket to document and track the work
Set Up Preventive Schedules
Create recurring schedules for routine maintenance to prevent breakdowns
Break Down Work into Tasks
Add specific tasks to tickets and schedules for detailed tracking
Monitor with Dashboard Widgets
Use widgets to track upcoming work, team workload, and costs at a glance
📚 Quick Reference
Ticket Quick Reference
- What: A work order or maintenance request
- Contains: Tasks, comments, images, activity
- Key Info: Title, machine, category, status
- Create: From Tickets list or machine page
- Track: Status progression from Open to Completed
Schedule Quick Reference
- What: Planned recurring maintenance
- Contains: Tasks for each occurrence
- Key Info: Name, dates, recurrence
- Create: From Schedules list
- Track: Completion rate per occurrence
Task Quick Reference
- What: Individual work item within ticket/schedule
- Belongs To: Ticket or schedule occurrence
- Key Info: Name, assignee, status
- Create: From within a ticket or schedule
- Track: Open or Completed status
Checklist Quick Reference
- What: Reusable inspection forms with smart logic
- Contains: Questions, conditional logic, photo uploads
- Key Info: Name, category, field types
- Create: From Checklists → Templates
- Track: Completion percentage and scores
🆘 Need Help?
If you have questions about managing maintenance tickets, schedules, or tasks, don't hesitate to reach out. You can also check the other documentation sections for related features.
Remember: Proactive maintenance scheduling reduces breakdowns and extends equipment life!