Ticketing System

Purpose

The ticketing system is used to capture customer requests, issues, and service cases in a structured way, process them, and turn them into billable services. Tickets can originate manually, from work packages, or through an API from external systems.

Business value

• tickets can be assigned to customer, project, sales contract, SLA, and property-related objects
• ticket lines capture the actual services delivered
• completed tickets can be transferred into project planning lines and service billing

Functional focus

Create and assign tickets

A ticket is assigned to a customer and usually to a project. In addition, responsibility, priority, status, sales contract, contingent, SLA, and property-related data such as object, installation, or component can be maintained.

This anchors the ticket both from an operational and a billing perspective.

Property reference and ticket assemblies

Tickets can be linked not only to an object directly, but also to installations or components as the affected assemblies. This keeps it clear which concrete part of the installed base is affected by the service case.

This reference becomes especially valuable when multiple technical units exist at one site or when tickets are later transferred into work orders, SLA checks, or billable services.

Ticket lines and operational handling

The actual work is recorded in the ticket lines. Typical fields include date, description, resource, quantity, and work type. Based on this data, the ticket can be tracked, recalculated, and later billed.

Transfer into billing

Once completed and released, a ticket can be transferred and posted. This creates project planning lines that can then be collected and invoiced through service billing. Existing contingents can be consumed automatically in this process.

API and external ticketing systems

An OData-based API is available for external ticketing systems, including endpoints for tickets and ticket lines. This integration can be used to import, update, and synchronize tickets against external references.

Default values such as ticket types, escalation lead time, or a default resource for API ticket lines are controlled through the Professional Services setup.

Outcome

The ticketing system connects operational service handling with project and billing logic. This keeps service cases traceable and controllable from intake to billed output.