Tickets
Tickets are used to track support requests, action items, repairs, investigations, and follow-up tasks within Hardfin. Tickets provide a structured way to manage work that needs to be done, whether related to specific assets, projects, or general organizational tasks.
Understand ticket relationships
A ticket can be attached to any number of assets and projects.
A ticket can be assigned to a team member.
Ticket details
Tickets are organized by status and by category.
Status
Tickets have two possible statuses:
Open - The ticket is active and requires attention
Closed - The ticket has been completed and closed
When a ticket is first created, it starts with an Open status. As work progresses, the ticket can be updated and eventually Closed.
Category
Each ticket must be assigned one of the following categories to help organize and classify the type of work:
Todo - General tasks or items that need to be completed
Check - Inspection or verification tasks
Defect - Issues or problems that need to be addressed
Repair - Maintenance or repair work required on equipment
Miscellaneous - Miscellaneous items that don't fit other categories
Categories help teams filter and prioritize tickets based on the type of work involved.
View tickets
Tickets can be viewed and filtered in several ways.
List all tickets
Navigate to the tickets page to see all tickets in your organization, including basic information such as title, category, and assignee.
View tickets for an asset
To see all tickets related to a specific asset:
Navigate to the asset details page
Click on the "Tickets" tab
Tickets attached to this asset will be displayed
View tickets for a project
To see all tickets related to a specific project:
Navigate to the project details page
Click on the "Tickets" tab
Tickets attached to this project will be displayed
View ticket details
Clicking on the ticket title goes to the ticket details page. The ticket details page includes all information about the ticket and its history.
Tickets details also include a full audit log of the changes made to the ticket over time. Learn more about audit logs in Hardfin.
Create a ticket
Tickets can be created in several ways depending on your workflow. When creating a ticket, the following fields are available:
Required fields
Title - A brief summary of the ticket
Description - Detailed information about the work to be done
Category - Select from the available categories listed above
Optional fields
Assigned to - Select a team member to handle this ticket
Assets - Attach one or more assets to the ticket
Projects - Attach one or more projects to the ticket
Create from tickets page
Navigate to the tickets page and click "Open ticket" to create a new ticket. This creates a standalone ticket that can later be attached to assets or projects as needed.
Create from an asset
To create a ticket directly attached to an asset:
Navigate to the asset details page
Click on the "Tickets" tab
Click "Open ticket"
The ticket will be automatically attached to the asset
You can also use the "Open ticket" quick action button on asset detail pages to quickly create a ticket attached to that asset.
Create from a project
To create a ticket directly attached to a project:
Navigate to the project details page
Click on the "Tickets" tab
Click "Open ticket"
The ticket will be automatically attached to the project
You can also use the "Open ticket" quick action button on project detail pages to quickly create a ticket attached to that asset.
Edit a ticket
All ticket fields can be edited from the ticket details page. The following fields can be edited:
Title - Update the ticket summary
Description - Modify the detailed description
Category - Change the ticket category
Status - Update the ticket status
Assigned to - Reassign the ticket to a different team member
Changes to ticket fields are automatically tracked in the ticket's audit log.
Attach a ticket to assets or projects
Tickets can be attached to one or more assets and projects to track work related to specific assets and projects:
Open the ticket details page
Click "Attach" on the assets or projects section
Add or remove assets or projects as needed
Click "Save"
Attaching assets to tickets helps track which equipment requires attention and provides a clear history of work performed on each asset. Attaching projects to tickets is particularly useful for tracking installation work, repairs during a service contract, or follow-up tasks related to customer projects.
Add files to tickets
Files can be attached to tickets to provide supporting documentation, photos, or other relevant materials:
Navigate to the ticket details page
Click on the "Attachments" section
Click "Upload file"
Select the file to upload
The file will be attached to the ticket
Hardfin accepts all file formats. Attached files can be viewed, downloaded, or deleted from the ticket details page.
Add notes to tickets
Notes provide a way to add timestamped comments and updates to tickets:
Navigate to the ticket details page
Click on the "Notes" section
Click "Add note"
Enter your note content
Click "Add"
Each note is automatically timestamped and attributed to the user who created it. Notes are useful for:
Documenting progress on the ticket
Recording communications about the work
Adding updates or findings
Explaining decisions or changes
Notes can be viewed, edited, and deleted from the ticket details page.
Close a ticket
When work on a ticket is finished, the ticket should be closed:
Navigate to the ticket details page
Click "Close ticket"
Optionally provide a reason for closing the ticket
Closing a ticket sets its status to Closed.
Reopen a ticket
If a closed ticket needs additional work, it can be reopened:
Navigate to the closed ticket's details page
Click "Reopen ticket"
Optionally provide a reason for reopening the ticket
Reopening a ticket sets its status back to Open and clears the closed information, allowing work to continue.
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