Configuration

The ticket list can be configured by either clicking on Edit Dashboard and then on the Edit icon on the widget, or by switching the widget to full screen mode by clicking Full View and then entering edit mode by clicking on Edit.

Ticket status

Here you can deactivate all ticket statuses which are of no interest to you. These are then permanently hidden in the ticket list. Closed tickets, for example, are usually only relevant for archiving and documentation purposes and can be hidden if users are exclusively responsible for processing new or open tickets. Hiding unused ticket statuses can reduce the time required to load the ticket list.

Ticket types

Here, you can select the ticket types you are interested in.

Alarm: Alarms are invoked by devices and usually relate to data points or the device itself.
User Report: User reports are created by internal or external users (e.g. tenants) and usually relate to apartments, buildings or real estates.
Event: Events are also reported by devices, but unlike alarms they are usually not critical.

Options

A few further options are available for the visualization of the tickets:

Fill rows with ticket color: By default, the rows in the ticket list are highlighted with the color of the current ticket status. If you deactivate this option, only the symbol at the beginning of the row has the color and the rows are displayed with a white background.
Fill alarm chain cells with alarm chain color: Fills the cells in the Alarm Chain / Priority column with the color of the respective alarm chain.
Limit to tickets where I’m part of the alarm chain: Displays only those tickets for which you are part of the current alarm chain, i.e. if you have been or will be directly notified during the alarm escalation.

Columns

Select the columns to be displayed in the ticket list. Depending on the size of the widget, you should switch off less important columns for the sake of clarity. The information is then still available in the detailed view of the ticket.

You can change the order of the individual columns by dragging them with the mouse.

#: The unique identification number of the ticket.
Status: The current ticket status. This column cannot be hidden. The ticket status is displayed as a symbol at the beginning of the row and also determines the color of the ticket.
Description: The actual alarm or event text. This column cannot be hidden. Longer text is truncated. Click on the relevant ticket to switch to the detailed view to display the complete text.
Created: The date the ticket was created.
Modified: The date on which the ticket was last modified, whether due to a status change, user input or alarm escalation.
Resolved: The date the ticket was resolved.
Alarm Chain / Priority: The current alarm chain whose users have just been or are being informed about the ticket.
Due: The due date of the ticket. This can be set manually by the user, but has no effect on alarm escalation. It is for informational purposes only.
Responsible: The person who has been explicitly assigned responsibility for this ticket. This can be set manually by the user, but it has no influence on the alarm escalation. It is for informational purposes only.
Source: The source of the alarm or event. This can be, for example, a device, a data point or a tenant, but also the system itself.
Alarm Instruction: The alarm instruction can be displayed as a separate column. If the alarm instruction is a document, it can be downloaded from the ticket details view.
Type: The type of the ticket, i.e. Alarm, Event or User Report.
Tags: The tags that are currently assigned to the ticket. Tags can be used to annotate tickets with additional information regarding their lifecycle.
Building: The name of the building with which the alarm or event is associated.