Ticketing Overview

What Is a Ticket?

A ticket is a log of any issue, task, or request that needs attention. Think of it like a traditional ticketing system but built for your floor, with the ability to automatically generate tickets based on signals from your assets to reduce manual entry and keep things moving.

Ticket Types

Ticket Attributes

Each ticket includes the following attributes that can be defined or edited at any time. However, some attributes are customizable and should be defined before you begin using tickets (e.g. reason codes).

Ticket Capabilities

Messages & Live Chat

Chat live within a ticket for fast collaboration and context. Use this for live troubleshooting without leaving your desk, sending issue updates, or just generally logging additional context of the task or issue at hand. Messages are saved for future reference.

Attachments

Add photos or documents via web or tablet for visual issues or reference docs. All attachments will be saved and can be accessed from the Attachments section unless manually deleted.

Audit Trail

See all ticket activity—who created or updated it, when changes were made, and what was added.

Resolution Details

Make note of how you resolved an issue so that you can refer back to your resolution details and solve the issue faster next time.

Where Do I View Tickets?

You can manage tickets with different views and filters to suit the way you work.

In the Web App

All Tickets

Go to Communication > Tickets to view all open tickets across all teams, types, and assets.

My Tickets

In the Operator Interface

Tickets

Go to the Tickets tab on the tablet to see all tickets generated from or assigned to that asset.

You can view both active or closed tickets from this list. Each ticket will show you the Ticket ID, ticket creator, status, type, Reason code, and time open.

2. Getting Started: How to Set Up Ticketing

Before creating tickets, you’ll want define some of the attributes mentioned above. This helps you use tickets in a way that best fits your operations.

First, create your Teams and Rules to enable automatic routing to the right people.

Then, define your Ticket Codes (both Reason Codes and Resolution Codes) to properly categorize tickets as they’re logged and resolved.

Set up these items first to get the most value from Ticketing.

Set Up Checklist

✅ Create Teams to assign tickets to

✅ Define Rules to automatically route tickets

✅ Set your Notification Preferences

✅ Set Ticket Codes (Reason & Resolution) to categorize and report

✅ Create Maintenance Plans to trigger recurring tasks

✅ Configure Alerts to generate tickets from machine signals

Creating Teams

Teams receive and resolve tickets. Members of these teams will receive ticket notifications and see assigned tickets in their to-do list.

1. Go to Settings > Teams
2. Click New Team
3. Name your team (e.g., “Maintenance,” “Assembly – Line A”)
4. Click Create Team
5. Click into it from the Teams list to add members
6. Use + Member to assign users (select from list, then click Confirm)

Creating Rules

Rules define which member of a team gets notified about which tickets. Rules aren’t required—but they help streamline resolutions and reduce noise, so team members only get alerted about relevant tickets.

1. Go to Settings > Teams
2. Select a team, then click into the team detail page
3. Click New Rule
4. Name your rule clearly (e.g., “Okuma Machines” or “Extended Ticket Resolution Time”)
5. Set one or more criteria:
• Time to accept ticket (e.g., alert if ticket not claimed within 15 minutes)
• Time to resolve ticket (e.g., escalate if still open after 1 hour)
• Asset(s) (limit ticket notifications to specific machines or zones)

6. Create the rule
7. Apply the rule to users by selecting it from the dropdown next to their name (Settings > Teams)

Setting Notification Preferences

You can set your notification preferences to have more control over the types of notifications you receive, how you receive them, and when.

Go to Settings > Profile > Ticket Notification Preferences.

Select Text, Email, or both and then select the days of the week and times of day that you’d like notifications.

This way if a ticket is created outside your working hours, you don’t need to get alerted about it unless you want to.

Notification Types

1. Standard Ticket Notifications Users will receive notifications when tickets are created, claimed/assigned, resolved, or for messages sent on that ticket.

You can opt out of claimed or resolved notifications.

2. Ticket Reminders

Set a Reminder Frequency to send continuous reminders for a ticket while it’s still unresolved.

3. Ticket Summaries

Opt in to a Ticket Summary to give you an overview on what’s been happening with your tickets.

This example means that you’ll get an email every day at 8 AM telling you what’s been happening with tickets relevant to you over the previous 12 hours.

Defining Ticket Codes

The list of codes will be available to select from when creating or resolving a ticket.

Reason Codes

1. Go to Settings > Reason Codes to define your reason codes.
2. If you are already tracking your Downtime Reasons, you will see them in this list shown with the Type of Downtime.
3. You can edit existing Downtime Reasons to allow them to also be used for Tickets, or create new ones.
4. Click New Reason Code to create new codes or the pencil icon next to the reason code to edit existing and select the checkbox for Ticket in the Reason Code Type section.

Resolution Codes

1. Go to Settings > Resolution Codes to define your resolution codes
2. Click New Resolution Code and enter the resolution code name
3. You can edit or delete resolution code names at any time

Defining Maintenance Plans

To use Maintenance tickets (manual or automatic), you’ll want to define maintenance plans to trigger tasks. Each plan includes associated assets, past tickets log, and full maintenance context for each asset (last completed, next due, and a progress bar toward next due).

Go to the Plans page to see all your maintenance plans, check plan status, and create new plans.

1. Name your plan
2. Select a usage- or calendar-based schedule.
3. Pre-assign a team if you want plan-related tickets routed to the right group automatically.
4. Pre-set reason codes.

If you want to enable automatic tickets:

5. Define a ticket creation threshold (time remaining to create ticket) to automatically generate tickets based on time or usage. Amper will continuously monitor machines and generate a ticket assigned to the team you've designated.

Example:

Perform plan every 150 usage hours, generate 1 week before due.

Configure Alerts

Whether you’re already using alerts or want to create new ones, you can choose to turn alerts into tickets so that you can be confident that all of your issues are being logged, communicated, and addressed.

From Communications > Alerts, either find the alert you want to modify or choose to create a New Alert.

Select the Create Ticket option at the bottom of the Alert configuration modal to generate tickets when the alert is triggered.

Choose the Team assignment and assign a reason code to an alert for automatic ticket creation.

3. How to Create Tickets

Tickets can be created manually or automatically, depending on your setup.

Manual Options

From the Web App

Go to Communication > Tickets > New Ticket.

Fill out any relevant fields and Save.

From the Operator Interface

Go to Tickets > New Ticket to assign a team, select a reason code, and describe the issue.

From a Maintenance Plan

You can manually create maintenance tickets for non-recurring or ad-hoc tasks from either the Plans or Tickets page.

• From the Plans page:

Click Create Ticket next to the desired asset in a maintenance plan. The ticket will auto-fill with relevant details and appear in the Due Next column.

• From the Tickets page:

Click New Ticket, select a maintenance plan, and fill out the details. The ticket will then show up in your tickets list and in the Due Next column for the selected asset and plan.

Automatic Options

From Alerts

Amper will auto-generate tickets based on the configurations you’ve previously defined in alerts. This can be triggered by things such as downtime labels, scrap counts, setup times above targets, and more.

From Maintenance Plans

Amper will auto-generate tickets based on predefined maintenance plans (e.g. when assets approach thresholds like every 150 hours of usage).

4. Ticket Analytics

The Tickets dashboard helps you you answer questions like

• how many tickets are being created and resolved?
• which teams are getting the most tickets?
• what are the most common issues that are being logged?
• are tickets getting resolved on time?