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icon1.gif   Message ID and trouble ticketing system, posted by lance on Sat Nov 24 03:16:46 2007 
    icon2.gif   Re: Message ID and trouble ticketing system, posted by Stefan Ritt on Mon Nov 26 14:33:59 2007 
       icon2.gif   Re: Message ID and trouble ticketing system, posted by lance on Mon Nov 26 16:58:26 2007 
          icon2.gif   Re: Message ID and trouble ticketing system, posted by Richard Ecclestone on Fri Feb 15 15:46:38 2008 
             icon2.gif   Re: Message ID and trouble ticketing system, posted by Stefan Ritt on Thu Feb 21 08:04:50 2008 
                icon2.gif   Re: Message ID and trouble ticketing system, posted by Stefan Ritt on Fri Mar 7 14:29:00 2008 
                   icon2.gif   Re: Message ID and trouble ticketing system, posted by Stefan Ritt on Fri Mar 7 14:45:02 2008 
                      icon2.gif   Re: Message ID and trouble ticketing system, posted by Stefan Ritt on Fri Mar 7 20:42:39 2008 
                         icon14.gif   Re: Message ID and trouble ticketing system, posted by David Pilgram on Fri Mar 7 21:26:18 2008 
                            icon5.gif   Re: Message ID and trouble ticketing system, posted by David Pilgram on Fri Mar 7 21:53:28 2008 
Message ID: 65742     Entry time: Fri Feb 15 15:46:38 2008     In reply to: 65658     Reply to this: 65750
Icon: Reply  Author: Richard Ecclestone  Author Email: richard.ecclestone@cern.ch 
Category: Info  OS: Windows  ELOG Version: ELOG V2.7. 
Subject: Re: Message ID and trouble ticketing system 

lance wrote:

Stefan Ritt wrote:

lance wrote:

I am trying to create a trouble ticket system however when you do a reply you get a new message ID.  I was hoping to use the message ID as a ticket number and just wanted to use the reply as an append to the orginal message id, however each reply creates a new message id. This would be a nightmare to track and if I closed the ticket I would have to close every log entry related to this.

Does anyone know how to either make the reply and appended reply (appended to the orignal message id) or how to create a field that automatically gives it a new trouble ticket number.

Has anyone configured a trouble ticket system that I could look at to get some ideas?

First of all, ELOG has been designed having shift logbooks in mind, so it probably will never be a perfect trouble ticket system. Nevertheless, there are some options which can help in that respect:

  • Use attributes Ticket and Status
  • Preset Ticket with a running ticket number via

    Preset ticket = TCK-#####

    This will increment the 5-digit ticket number whenever you create a new ticket, but will not update it when you do a reply

  • Use Status to determine the status of the whole trouble ticket chain (initial entry plus replies)

    Options Status = open, closed
    Preset Status = open

  • Once a ticked chain is closed, do the following:

    • Go to the threaded list display
    • Click on Select
    • Select the trouble ticket chain
    • Click on Edit
    • Now change Status from "Open" to "Closed"
    This will then modify the Status of the whole chain from "Open" to "Closed"

Stefan,

Thanks for this, I had already implemented the Preset Ticket Nr = TT-##### but I didnt use the threaded and Select to close the ticket, very nice tip thanks. I think this program can be have several uses, and working very well. The trouble ticketing will work for us.

Once again thanks for the very speedy support.

Lance

 

 

Hi

I tried the 'Preset ticket = TCK-#####' method to create unique numbers for our application. This worked very nicely until we replied to a earlier message, if we then create a new message the system creates a sequential number after the last message number we replied to. For example if we have 10 messages. If someone replies to message number #2 then when a new record is created it is then assigned number #3 not #11, thus making a duplicate entry for #3.

 Any ideas?

Cheers Richard

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