Ticket Manager Premium

Ticket Manager Premium adds increased functionality and advanced customization features to the Ticket Manager.

Custom Forms, Reports, & Templates

With Ticket Manager Premium, administrators get full access to the Ticket Manager administrative tools so that they can customize the system in many ways, including the ability to create unlimited summary or detailed ticket reports for decision makers and build unlimited custom forms for data collection. Using the customization features in Ticket Manager Premium, administrators can also give different roles access to different types of information within the Ticket Manager. This creates fully personalized views, workflows, and experiences for users.

Additionally, customized reports and forms can be leveraged by the Mobile Responder App and Status Board Builder to provide increased functionality in those modules.

Ticket Form Customization
Custom Form Admin Settings

 

Automated Decision-Making Tools

Ticket Manager Premium supports automated decision-making tools for determining how to route tickets and data to the appropriate role on the system based on type, kind, and priority of information entered. Specific roles can also be notified about new or updated tickets using Email and Text Message notifications.

Status Workflow Mapping

This function allows administrators to control the chain of statuses that a ticket must go through for improved workflows. For example, an administrator can say a ticket must go through the status “Approved” before it can be set to “Tasked.” Administrators can set which statuses can be used as initial statuses on a ticket, which statuses can move to particular statuses, and which users are allowed to bypass workflow settings to move a ticket as needed. This creates consistent workflows for all users, while also allowing managers to override settings when necessary.

Status & Priority Locking

This feature works in parallel with workflow mapping to create consistent, simplified workflows. It is designed to reduce and simplify the status and priority choices that are available to users when working with a ticket.

Status and Priority Locking gives administrators the ability to control which groups of users on the system can change a ticket’s status or priority once it has been set to a particular value. This allows an administrator to build process “gates” and “check-stops” by crafting statuses and priorities that are specific to a group, departments, or workflow and only extending the ability to use those statuses and priorities to specific users.

For example, an administrator can set up status locking so that only someone from a Command Role can work on a ticket once it has been set to “Needs Incident Commander Approval.” The Commander can then set the ticket as “Approved” which will allow other users to resume their work on the ticket. Locking can be configured so that the entire ticket is locked (not editable) by a user if the ticket is in a Status or Priority that is locked to him or her. Or, locking can be set so that just the priority/status fields will be locked for that user but the rest of the ticket, such as notes, is still editable.

Stakeholder Notifications (CC Function)

Stakeholder notifications are designed to improve situational awareness among individuals not directly responsible for working on a task or ticket, such as executives and outside agencies. It provides the ability to share ticket information with internal and external staff as an Email. This helps to keep all essential personnel informed about requests, tasks, reports, or donations without needing to log into DLAN. This is especially useful for sharing information with stakeholders that do not need to have direct access to your DLAN system but whom you want to keep informed on particular occurrences.

When either an external stakeholder or staff member replies to a CC notification email their reply email can be appended directly into the ticket log in DLAN, keeping all essential information in one place regardless of the source of the information.

Preparedness Toolkit (Ticket Templates)

With the Preparedness Toolkit, users can create ticket templates and template reports associated with various incident categories (types of incidents). Templates allow users to draft pre-planned tasks and missions, resource requests, and reports of critical information that are commonly used or that need to occur at the start of an incident when time is critical to response. Ticket Templates allow the full functionality of the ticket to be setup ahead of time, including: log entries, priority, status, routings, forms, contacts, CC recipients, attachments, and other data that would be needed on a ticket of that type.

Once created, ticket templates can be activated by posting them to an incident either singly as needed or in bulk. For example, an individual user can create a new ticket based off a template as a way to save time and improve accuracy. Or, an administrator can post all the templates in a template report to the current incident and they will be converted into live tickets.

This powerful feature can then be leveraged to assist with numerous EOC workflows including building tickets for repeatable exercises, pre-filling Mission Ready Packages, assisting Duty Officers in the entry of frequently entered tickets, creating task lists for different types of scenarios, and pre-planning anticipated resource requests from critical facilities or jurisdictions (ex: mission to open a shelter with all known task tickets beneath it).

Packet Printing

Packet printing allows users to customize the style and content of tickets when they are printed. With this feature, users can reorder segments of a ticket (e.g. individual forms, individual attachments, contact sections) and choose which data to include when printed.