Ticket Status on Racer4biz

This document will show the possible actions to be taken in ticket attendance when using the Racer 4biz app.

Before getting started

Install the app Racer4biz for Android or IOS

Have valid access credentials to the system

It is also necessary to configure the parameters:

254 – API Key for use of Google services;

331 – Enable Google Maps API;

436 – Project number (Sender ID) in Google Cloud Platform used to generate API keys (Mobile SM only).

It is also necessary to configure the 4biz Webservice, Unit, and Tickets platforms.

Webservice

Access the function through the main navigation menu System > Webservice > Webservice Operation.

On the "Operation Search" tab, search for each one of the web services below. Next, click on the button "Add to group" on each one of them and include the groups the agents are linked to:

- request_add_attachments
- request_updateRequestList
- request_userLocation
- request_saveRequest
- request_uploadAttachment
- request_getByUser
- request_saveRequestNote
- request_updateRequestNoteList
- request_updateRequestListGroups
- request_uploadSignature
- parameter_query
- registerdevice_query
- notification_checkin
- notification_attendRequest
- notification_checkout
- service_deviceDisassociate
- notification_locationTrack

The web service request_updateStatus must be configured with the following information:

- Default ID for justification of the alteration of the request;
- Add groups with permission to change ticket status;

Click the "Save" button after the configuration is done.

Unit

Access the functionality through the main navigation menu General Registration > Personnel Management > Unit.

Search for the unit using the "Unit Search" tab and select the proper one. Go to the "Unit Registration" tab of the chosen unit and click on "Get Coordinates" and on "Save".

Tickets

It is necessary to have permission to view, capture and perform actions on the tickets. To reclassify a ticket, the user must be a part of an executor group, on the group screen the flow must be linked to the option "Change SLA", and must also have permission to "Create" in the flow of the target activity. This is necessary if the reclassification needs to include a different flow.

The group must have permission to suspend the ticket. The administrator can enable the e-mail sending parameter:

- 290 - Email template ID sent when suspending a service request

The administrator can enable the requirement of the complement for the suspension field:

- 372 - Enable mandatory fulfillment when suspending request

The administrator must have registered the Solicitation Justification to suspend the ticket. The administrator must enable the parameter that limits the period to reopen a ticket after it is closed:

- 171 - Days limit for reopening of services Tickets.;

The administrator can enable the parameter to send specific e-mails:

- 291 - E-mail template ID sent when reactivating a service request;

The administrator must enable the following parameters to receive Push notifications:

- 350 - Enable sending notifications to mobile devices;
- 352 - Enables sending notifications to mobile devices when creating requests;
- 353 - Enables sending mobile notifications while updating requests reporting close calls;  
- 460 - Enables sending mobile notifications while updating requests.

Procedure

Open the app Racer 4biz. Login and access the tickets.

Ticket Details

By accessing a ticket, you will have access to all the details, actions, and information of the selected ticket. We have the following information:

A symbol informing the type of ticket;
The ticket status;
The ticket priority;
The current task;
The current group;
The SLA;
The time limit to finish the attendance;
The solicitor, shown with their avatar, name, and phone number. By selecting the solicitor, you will see a screen with the following information:
The assigned agent, shown with their avatar, name, and phone number. By selecting the responsável, you will see a screen with the following information:
The ticket description;
Destination: Shows the name of the location as well as a map with the location of the unit;
Monitoring survey: By selecting it, a screen is shown with the title of the survey and the number of the ticket. The existence of the survey is defined by the administrator when configuring the portfolio or the workflow. Should there be a survey, the questions will be defined by the administrator of the contract and answered during the attendance;
Attachment. By selecting this, a screen named Attachments is shown.
Knowledge articles. By selecting this, a screen named Knowledge will be shown, with a magnifier icon. By selecting the icon, a search field will appear, allowing the search of terms from the knowledge database.
Services and contract portfolio. by selecting this, a screen named Portfolio/Contract will appear, containing the following information:
Comments. By selecting this, a screen named Comments will be shown containing the following information:
1. If there are no comments, a message will appear: "There are no comments", with the OK button;
2. If there are any comments, a list of comments will be shown, containing:
Ticket History. By selecting this, a screen named Ticket History will be shown, containing the following information:
Action. By selecting this, a screen named Action will be shown, containing the following information:
1. Field to select the action, that can be Approve Ticket or Refuse Ticket;
Direct to Group, followed by a field named Select Group, which will show a list with all the registered groups;
Button: Save and Exit. By selecting this a box will pop up asking "Do you wish to save and exit" All the changes will be saved and you will return to the list screen" and buttons Back and Save and Exit;
Button Save and Submit. By selecting this, a message will appear saying "Success. Advanced to next step" and click on the OK button.

Ticket Attendance

To access the possible actions inside a ticket, we need to select one of the tickets from the list. For the following actions, we will use a ticket "In progress".

Capture ticket

⚠ Attention! To capture a ticket, it must be open and checked. The user can check in to more than one ticket. This document will instruct you on how to check in.

When you click a ticket from the list, a screen will appear with the request details. On top of the screen, there's a button with 3 dots where the options will be presented.
Select "Capture ticket".
By selecting this option, a pop-up message will appear with the message: Capture ticket number #0000. You can cancel the capture and go back to the ticket screen, or you can confirm and save the information. The ticket will be assigned to you then.

🖊 Note: The user can capture more than one ticket at a time.

Suspend Ticket

🖊 Note: To apply the suspension of a ticket, the user must have permission to do this, and also have a proper justification.

When clicking a ticket from the list, a screen will appear showing details of the request. On top of the screen, there's a button with 3 dots where the options will be presented.
Select "Suspend Ticket".
When selecting suspend ticket, a new screen with the following options will appear:

Field to select justification;
Field to insert a comment.

4. After filling in the fields, click on "Save".

⚠ Attention!

If the justification field is not filled, a pop-up message will appear reading: "You must select a justification for ticket suspension". It is not allowed to save before the action is performed.
If the comment field is not filled, a pop-up message will appear reading: "You must inform a comment for ticket suspension". It is not allowed to save before the action is performed.
If everything is correct, a message will appear saying that the action was performed successfully Id: 0000000. The Ok button will return to the ticket screen.

Conclude Ticket

When clicking a ticket from the list, a screen will appear showing details of the request. On top of the screen, there's a button with 3 dots where the options will be presented.
Select "Close Ticket".
When selecting to close the ticket, a new screen with the following options will appear:

Field to select cause;
Field to select the solution. This list is only loaded after selecting the cause;
Optional field to insert a comment.

4. After filling in the required fields, click on "Save".

⚠ Attention!

If the cause field is not filled, a pop-up message will appear reading: "You must select a cause to close the ticket". It is not allowed to save before the action is performed.
If the solution field is not filled, a pop-up message will appear reading: "You must inform a solution to close the ticket". It is not allowed to save before the action is performed.
If everything is correct, a message will appear saying that the action was performed successfully Id: 0000000. The Ok button will return to the ticket screen.

Cancel Ticket

When clicking a ticket from the list, a screen will appear showing details of the request. On top of the screen, there's a button with 3 dots where the options will be presented.
Select "Cancel Ticket".
When selecting cancel ticket, a new screen with the following options will appear:

Field to select cause;
Field to select the solution. This list is only loaded after selecting the cause;
Optional field to insert a comment.

4. After filling in the required fields, click on "Save".

⚠ Attention!

If the cause field is not filled, a pop-up message will appear reading: "You must select a cause to cancel the ticket". It is not allowed to save before the action is performed.
If the solution field is not filled, a pop-up message will appear reading: "You must inform a solution to cancel the ticket". It is not allowed to save before the action is performed.
If everything is correct, a message will appear saying that the action was performed successfully Id: 0000000. The Ok button will return to the ticket screen.

Perform Check-in

Check-in is a way to identify the path taken when dealing with the attendance of a request/incident ticket. To use this, the user must enable this option for attendance.

🖊 Note: Checking-in is not mandatory for ticket attendance

By selecting the option to check-in, a pop-up message will appear reading "Are you sure you want to check-in this Ticket?" If you wish to proceed, click on "Save". If you wish to cancel the check-in, click on "Cancel".

Perform Checkout

Check-out is a way to identify the end of the path taken when dealing with the attendance of a request/incident ticket. To use this, the user must have permission to execute it.

🖊 Note: The checkout is not mandatory for ticket attendance. If it is necessary, an agent with access to the web application can perform the attendance checkout

By selecting the option to checkout, a pop-up message will appear reading "Are you sure you want to check out this Ticket?" If you wish to proceed, click on "Save". If you wish to cancel the checkout, click on "Cancel".

Assign Ticket

When clicking a ticket from the list, a screen will appear showing details of the request. On top of the screen, there is a button with 3 dots where the options will be presented.
Select "Assign Ticket".
When selecting to assign a ticket, a new screen with the following options will appear:

Field to select user;
Field to select the group;
Field to insert a justification.

After filling in the required fields, click on "Save".

⚠ Attention!

If the group field is not filled, a pop-up message will appear reading: "You must select a group to assign the ticket". It is not allowed to save before the action is performed.
If the justification field is not filled, a pop-up message will appear reading: "You must inform a justification to assign the ticket". It is not allowed to save before the action is performed.
If everything is correct, a message will appear saying that the action was performed successfully Id: 0000000. The Ok button will return to the ticket screen.

Reclassify Ticket

When clicking a ticket from the list, a screen will appear showing details of the request. On top of the screen, there's a button with 3 dots where the options will be presented.
Select "Reclassify Ticket".
When selecting reclassify ticket, a new screen with the following options will appear:

Field to select portfolio;
Field to select the service. This list is only loaded after selecting the portfolio;
Field to select the activity. This list is only loaded after selecting the service;
Field to select the contract. This list is only loaded after selecting the service;
Field to insert a justification.

After filling in the required fields, click on "Save".

🖊 Note:

If one of the fields is not filled, a pop-up message will appear reading: "Warning! The activity and contract must be selected!" It is not allowed to save before the action is performed.
If the justification field is not filled, a pop-up message will appear reading: "You must inform a justification to reclassify the ticket". It is not allowed to save before the action is performed.
If everything is correct, a message will appear reading: "Do you want to assign the ticket to you?" With the Yes and No buttons. If the No button is clicked, the app will remain on the same screen. If the Yes button is selected, a message will appear reading: "Ticket reclassified successfully". The Ok button will return to the ticket screen.

⚠ Attention!

The user group must have permission to reclassify in the activity flow;
The ticket status must be Open or In Progress.

Reopen ticket

If the ticket is closed, you have the option to reopen it on the 3 dots button and click on "Reopen Ticket".

🖊 Note:

The app will not show the reopen option in 2 cases: when the user does not have permission to reopen and when the time limit for reopening is expired.
The ticket must be closed.
It is not allowed to reopen a Canceled Ticket.

When selecting Reopen Ticket, a new screen with the following options will appear:

Field to insert justification for reopening;
Reopen button.

🖊 Note:

If the field is not filled, a pop-up message will appear reading: "You must inform a justification to reopen the ticket!" It is not allowed to save before the action is performed.
If everything is correct, a message will appear saying that the action was performed successfully Id: 0000000. The Ok button will return to the ticket screen.

Evaluate Attendance

If the ticket is closed, you can evaluate the attendance of the requested service.

🖊 Note:

The ticket must be closed;
The ticket must not be canceled.

There are two types of attendance evaluation:

Default: – Configuration on service x contract the field Finalization E-mail = Request answered (ID2 of the email model).
- The default option allows that the ticket is reopened by the satisfaction survey, by configuring the parameter 295 - Reopen Request by Satisfaction Survey (Possible values: Y or N, Default: N);
- Configuring the parameter 139 - Deadline in days to respond to a satisfaction survey regarding service requests (Eg. 7) with the number of days to answer the satisfaction survey after the service is finished.
Through Survey Register: - Registering a survey of the Activity/Satisfaction type and linking the survey to an activity. The register of the survey has a limit date, so the parameter 139 is not considered.

By selecting the option to evaluate the attendance, a new screen will appear with:

4 faces corresponding to a scale of very satisfied to very unsatisfied. The faces are buttons that can be selected and, by clicking them, they will show a name;
Field to insert a comment.

If everything is correct, click "Finish Survey". The survey will be sent and you will return to the ticket screen.

Reactivate ticket

If a ticket is suspended, you can reactivate it and perform the regular actions of the flow. To do this, click the 3 dots button and select "Reactivate Ticket". When selecting this option, a pop-up message will appear reading: "Reactivate Ticket #00000".

You can confirm or cancel the reactivation. Once reactivated, you have the same regular options to deal with the request.