Who is this article for?

Ideagen EHSQ Enterprise or Decani Admins or requesting support.

An Active Support Plan is required. For details on Ideagen Success Plan options, visit the Ideagen Support Service Level Agreement (SLA).

TrakWay uses clear controls to manage who can approve tickets, ensuring that Support Requests are handled efficiently and financial resources are allocated appropriately.

1. Understanding ticket approval controls

During the Customer Review process, a TrakWay Administrator must give permission before work can start on a ticket, confirming that Support Requests will be deducted or that the hours worked will be invoiced at the end of the month against the customer's Continuous Improvement (CI) budget.

The default person who approves a ticket is determined as follows:

• The individual listed in TrakWay as the Application Contact for the organisation
• If there is not an Application Contact defined for the application, the ticket will be assigned to the Customer's Main Administrator.

2. Reassigning tickets

To change the default assignee:

1. Select a different person in the status area under Reassign Task.
2. Click Save or Complete.

3. Understanding TrakWay contact types

Customer (Subscriber) Support Administrators, also known as Ideagen Administrators or simply Admins, play an important role in supporting their organisation. Their understanding of the organisation, its policies, and procedures, along with their authority over the applications, makes them valuable contributors to the design, delivery, operation, ongoing improvement, and support of the system.

Types of Customer Admins:

• Main Administrator – Acts as the main point of contact (POC) and is responsible for the day-to-day management of applications
• Department, Region, or Application Administrators – Usually the subject matter expert (SME) or application owner for particular applications, or they manage a specific department or region
• Technical (IT) Administrators – Offer technical support to help resolve issues related to the customer's internal systems, interfaces, and applications

4. Following the ticket workflow

Here is a description of the different workflow steps and tasks a ticket can go through, listed in order.

4.1. Screen

Initial triage and categorisation.

• Skipped: If category is set by initiator, a project manager is linked, and Assign To override is a customer contact.
• Default assignee: Technical Account Manager

4.2. Review - Internal review

Propose solution, estimate hours, approve ticket for work.

• Skipped: If ticket is rejected, irrelevant, duplicate, category set to Skip Review, or an information request.
• Default assignee: Technical Account Manager or ticket owner for the category and type.

Disposition options during Review:

• To be determined: Initial disposition; workflow cannot proceed.
• Proceed with implementation: Approved for work; estimate provided for billable tickets, pending customer approval.
• Acknowledge, not approved: Acknowledged but not approved due to low priority or duplication; shown to customer before closing.
• Consider for future: Not in short-term roadmap but noted for future inclusion.

4.3. Review - Customer review

Customer reviews solution, confirms billability and estimates; may return ticket if not agreed.

• Skipped: If ticket is rejected, irrelevant, duplicate, category set to Skip Review, internal, project set to skip Customer Review, or platform ticket.
• Default assignee: Customer contact linked to application, or main customer contact if none selected.

4.4. Resolve - Pending work

Queue of approved tickets by priority; no work started.

• Skipped: If disposition shows rejected, irrelevant, duplicate, or Assign To override is customer contact.
• Default assignee: Owner for category and type, or Resolution Assignee.

4.5. Resolve - Working

Work to resolve the ticket is performed.

• Skipped: If disposition shows rejected, irrelevant, duplicate, or Assign To override is customer contact.
• Default assignee: Person assigned in Pending Work or in Assign To/Resolution Assignee fields.

4.6. Verify - Customer verification

Customer (or internal employees) tests the ticket in a test environment.

• Skipped: If ticket is rejected, irrelevant, duplicate, or project bypasses Customer Verification.
• Default assignee: QA manager for platform/mobile, owner for internal tickets, or customer contact linked to application; main customer contact if none selected.

4.7. Verify - Pending release

Holding stage until Production move; Ideagen and customer agree on release timing.

• Skipped: If ticket is rejected, irrelevant, duplicate, project set to skip Pending Release, internal, information request, or Assign To override is customer contact.
• Default assignee: Resolver completing Screen or Ticket Resolution tasks; if inactive, Project Manager; if none, Tech Support.

4.8. Verify - Production validation

Post-Production validation; auto-closes after 45 days.

• Skipped: If ticket is rejected, irrelevant, duplicate, project skips Pending Release, internal, or information request.
• Default assignee: For internal TrakWay tickets, originator or application owner; main customer contact if no application selected.

4.9. Pending close

Final stage for last comments; auto-closes after seven days.

• Skipped: Never
• Default assignee: Ticket Analysis team

Note: Time is tracked and rounded to 15-minute intervals (0.25 hours) for consistent management.

5. Rolling back or reopening tickets

If a ticket is rolled back to a previous workflow task, always document the reason in a comment.

To roll back a ticket:

1. Add a comment explaining the rollback reason.
2. Click the Rollback (Re-open) button.
3. In the Reopen Task window, either restate the reason or write, "See the latest comment for rollback reason."

Note: The comment from step 1 appears on the ticket's main screen; the rollback comment in step 3 does not.

6. Managing inactive tickets

Customer incident tickets without updates from the customer for 45 days will be automatically closed. This applies only to tickets in the Customer Review and Production Verification stages.

After 31 days of no updates, an email will notify the ticket assignee and inform the customer they have 14 days to respond before auto-closure. A comment will also be added to the ticket. Closed tickets can be reopened if needed.

7. Running reports

Customers can run the Customer Report at any time by searching for it under the Reports Management screen. This report is listed in the Tickets folder.

The Customer Report provides each customer with:

• A summary of tickets created this month, year-to-date, and time spent
• Available Support Requests for the current period (monthly for Silver, contract period for Gold and Platinum)
• A clear graphic of the TrakWay Tickets workflow
• A list of open tickets by current workflow task
• Open requests such as additional applications or interfaces, including upcoming renewal dates
• TrakWay contacts for each application and the organisation's primary contact
• Security contacts for the organisation

Reports are also available for all open tickets, those created in the last 120 days, and tickets assigned to an organisation.

Users can create their own ad hoc reports and notifications in addition to the Customer Report.

8. Using tags to organise tickets

Tags organise, search, and report on tickets. Each ticket can have multiple tags. Customers can add existing tags but cannot create new ones. For new tags, TrakWay Admins should consult the Technical Account Manager. Customers only see and use tags linked to their assigned reporting authority (RA).

Tickets may need several tags during their process. For example, a module change ticket might have a "Feature Enhancement" tag to track improvements and a "Procedure Update" tag to remind updating related documents. Tags can also indicate sites, departments, teams, projects, or modules. For instance, "Feature Enhancement" could fall under the "Manufacturing" department as its parent category.

Tags help refine ticket searches and reporting options. Searching by tags creates easy-to-access reports that can be bookmarked and shared.

9. Working with releases

A module release bundles tickets for one or more modules. Only Ideagen employees can create releases, but release dates are agreed with customers.

To assign or change a ticket's release:

1. Go to the Details tab.
2. Select the release from the Release drop-down.

Releases, usually every two months, require close planning and testing between Ideagen and the customer, with dates mutually agreed.

10. Adding attachments to tickets

Attachments enhance communication by adding relevant files that clarify the topic with extra information or visuals.

They come in formats like images, presentations, spreadsheets, or PDFs, which you can easily drag and drop into the ticket.

11. Managing distribution lists

You can add individuals and teams to a ticket's distribution list. Notification emails are sent to internal users, external users, and team members, including a ticket summary and link.

Note: Enter external users' email addresses in the "Non-TrakWay Recipients" field.

When sent to a team, notifications also reach external members. Although those without TrakWay access cannot view the ticket, they can see its comments in the notification.

12. Understanding priority weighting

The following table shows how priority weighting is calculated for tickets:

12.1. Severity

• 1 - Critical: 200
• 2 - Very High: 50
• 3 - High: 20
• 4 - Medium: 10
• 5 - Low: 0

12.2. Workflow task

• Screen: 100
• DevonWay Review: 100
• Pending Work: 50
• Working: 50
• Verification: 80
• Pending Release: 80

12.3. Ticket type

• Incident: 100
• Information Request: 80
• Support Request: 70
• Project Request: 50
• Improvement Idea: 20

12.4. Reporting authority

• Customer: 100
• DevonWay: 60

12.5. Rating

• 1-9: 150
• 10-19: 100
• 20-29: 90
• 30-39: 80
• 40-49: 70
• 50-59: 60
• 60-69: 50
• 70-79: 40
• 80-89: 30
• 90-99: 20
• 100+: 0
• 0: 0

12.6. Need-by date

• Within 3 days or overdue: 500
• Within 7 days: 400
• Within 14 days: 300
• Other: 200