Writing Great Tickets

A well written ticket has numerous advantages not limited to 1) faster resolution time and 2) to facilitate a deeper learning of technologies and processes. Here are some guidelines:

Include all relevant details. Examples include PCN, Plex screen, workcenter, container, part number, application such as Plex or Mach2, hardware such as PLC or Printer.

Structure your ticket by stating the problem, expectation, and consequence. The simplest form a well written ticket structure can take is:

[name, title, or department directly affected] is unable to [description of the task] so s/he can

[state the intended outcome of the task]. Without [task], [function of the business] will not proceed, work, or produce, etc.

For PCN 'HSC' at workcenter 'H-11111', Mach2 screen 'Priority' will not record production for part 01234A so operators can ship 10,000 parts to Acme Co before 4pm today.

More relevant details concerning operation, processes, or tasks can also serve to educate technicians to problems before they happen; assume the technician does not know your job function. An example is: Operators need Part 01234A which requires a 3 day lead time at PCN 'XYZ' to weld, test, and inspect 500 parts so we need to ship these parts to Acme Co. by Friday, 16 December.

Good Luck!