Overview

Ticketing brings Maintenance, Call Teams, and Alerts into a single, centralized view of your plant’s work and to-do list. It turns each of these into a Ticket, which gives you a traceable and context-rich artifact of each activity taking place.

If you are using some of the existing functionality in Amper, there are some updates you’ll need to make to align with how Ticketing now works. Follow this guide to make the changes to take advantage of the upgraded functionality provided by Ticketing.

Update Checklist

✅ Downtime Reasons expand to include Ticket Reason Codes

✅ Call Teams will get logged as Tickets

✅ Set personalized Notification Preferences to reduce noise

✅ Update your Maintenance Plans to trigger recurring tasks

✅ Configure Alerts to generate tickets from machine signals

Updates to Downtime Reasons

What’s Changing?

• Downtime Reasons page in web app ➡️ Reason Codes
• Reason Codes can be used for Downtime Labeling or Tickets
• Resolution Codes have been added as a new way to categorize ticket resolutions

Codes help gather context to speed up triage, improve reporting, and build a searchable record of past problems and fixes to make things easier later.

What Changes Should You Make?

Edit Reason Codes

Reason codes categorize the cause of the issue (e.g., tooling, setup, quality).

The page that was previously Downtime Reasons is now called Reason Codes, and you’ll be able to choose if a Reason Code is used for Downtime, Tickets, or both

Add 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

Updates to Call Teams

What’s Changing?

• Call Teams tab on operator interface ➡️ Tickets.
• Operators now submit tickets here.
• Call Teams page in web app ➡️ Teams.
• Teams now contains more functionality (e.g. rules).
• Enhanced Notification Preferences for ticket (previously call team) notifications

What Changes Should You Make?

Set your Notification Preferences

We’ve added functionality to allow you 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.

Consolidate Your Existing Teams

Many users created teams for different shifts so that when someone wasn’t onsite, they wouldn’t have to worry about getting texts about machine breakdowns or quality checks.

If you previously had separate teams for each shift, with your updated notification preferences you can now consolidate your teams into one.

Now, the operators have fewer buttons to worry about when they’re creating a ticket and team members will only get notifications when they want to.

Add Rules to Users

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)

How Do I Use It Now?

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

Updates to Maintenance Module

What’s Changing?

What Changes Should You Make?

Update Maintenance Plans

Update your existing plans to ensure that Maintenance tickets are automatically created and assigned to the right team.

Go to Maintenance > Plans and click the pencil icon on the plan you want to edit.

1. Add values for Time Remaining To Create Ticket and Timeframe. These allow you to control when Amper creates the next maintenance ticket, in relation to when the maintenance task is next due for each asset.

E.g. if you set Time Remaining To Create Ticket to 2 and Timeframe to Days, then Amper will create your next maintenance ticket 2 days before the maintenance is forecasted to be due.

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These fields are required if you want maintenance tickets to generate automatically

2. Assign a Team to the plan (likely Maintenance) so that when tickets are automatically generated, all of the right people are notified about their upcoming maintenance task.
3. Assign a Reason Code to the plan so that when tickets are generated, they are categorized with a reason code.

How Do I Use It Now?

We’ve consolidated a lot of the tabs that were previously in the maintenance module, and they now live under Maintenance > Plans. You’ll be able to see each plan, associated assets, past tickets log, and full maintenance context for each asset (last completed, next due, and a progress bar toward next due).

Creating Maintenance Tickets Automatically

If you’ve taken the steps listed in the previous section, then you’re set to have your maintenance tickets create automatically. You can check in with the Plans page to view your progress toward next due, but you shouldn’t have to interact with it to create maintenance tickets (that will happen automatically)

Once tickets are created you can view them in the Tickets page.

Create Maintenance Tickets Manually

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.

Update Alerts to Create Tickets

Now instead of just creating alerts as a single notification, you can configure alerts to generate tickets. This helps ensure that when an issue arises, you’ll know that it will get addressed and resolved.

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.

To Summarize…

Here’s the punch list of the changes we recommend so that you can take full advantage of all of the capabilities in Ticketing.

Reason Codes and Resolution Codes

• Update some of your downtime reasons to also be Ticket Reason Codes
• Pre-assign Teams to the Ticket Reason codes
• Create new Reason Codes for just tickets
• Create Resolution Codes for tickets

Call Teams

• Update your notification preferences
• Update your Teams where relevant (e.g. if you have Teams for each shift)
• Add Rules to users on teams

Maintenance

• Define your Time Remaining To Create Ticket threshold (maintenance tickets will not create automatically if you do not do this!)
• Pre-assign Teams to maintenance plans
• Pre-assign Reason Codes to maintenance plans
• If you were using Static Assets, convert those into Linked Assets

Alerts

• Update some of your alerts to generate Tickets instead of Notifications