TRBONET Enterprise/PLUS Job Ticketing User Guide

TRBONET Enterprise/PLUS Job Ticketing

Notices

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Intellectual property rights protect the voice coding technology embodied in this product including patent rights, copyrights and trade secrets of Digital Voice Systems, Inc. This voice coding technology is licensed solely for use within this communications equipment. U.S. Pat. Nos. 6,199,037, 5,870,405, 5,754,974, 5,664,051, 5,630,011, 5,517,511, 5,491,772, 5,247,579, 5,226,108, 5,226,084, 5,216,747 and 5,081,681.

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© 2022 by Neocom Software, Ltd. All rights reserved.

This document was last revised on August 12, 2022.

Introduction

About This Guide

This document is intended for administrators setting up evaluation and proof of concept deployments of MOTOTRBO Dispatch over IP solutions. The document describes the minimum steps to configure and use the Job Ticketing feature.

About TRBOnet

TRBOnet is a suite of professional applications for MOTOTRBO digital two-way radio networks. TRBOnet manages voice and data communication paths across network endpoints. It provides a unified graphical dispatcher workbench interface for the entire range of workforce fleet management tasks.
For more information about TRBOnet products, refer to our website.

Contacts

and commercial inquiries

support@trbonet.com — technical support

https://trbonet.com/kb/ — online knowledge base

Americas| +1 872 222 8726
APAC| +61 28 607 8325

Overview

TRBOnet Dispatch Console provides the Job Ticketing feature – the integrate ticketing system that allows dispatchers to create, assign, and track job tickets through the radio network.
Note: Before using the feature, make sure that your TRBOnet
Dispatch Software license includes Job Ticketing.

Configuration

This section describes how to configure radios and TRBOnet Dispatch Console to use the Job Ticketing feature to its utmost.

Configuring Radios with MOTOTRBO CPS

• Connect a radio to the PC via a programming cable.
• Turn on the radio.
• Run MOTOTRBO CPS.
• Click the Read button on the toolbar.
  

Job Tickets

• In the Set Categories pane, select Job Tickets > Job Tickets.

• In the right pane, specify the following parameters:

  • Job Ticket Server ID
    Enter the Radio ID (must match TRBOnet Radio ID).

  • Job Ticket Server UDP Port
    Enter the appropriate port number (4013, by default)

  • Enable Enhanced Job Ticket
    Make sure this check box is selected.

  • Populate the table with the desired ticket statuses.

  • Click the plus sign button.

  • In the Action/Response column, specify a text for an action or a response of a job ticket.
    Note: Make sure the Action/Response name matches the value of the Action (CPS) field in TRBOnet Dispatch Console (Job Ticketing>Statuses>Action (CPS))

  • In the Status Folder column, specify a name for the status folder.

  • In the Last State Flag column, mark an entry to have the highest priority be removed from the job ticket list in the radio when the list is full.

Job Ticket Templates

• In Set Categories pane, select Job Tickets > Job Tickets Templates,
  In the right pane, click the plus sign button.

• In the Template pane on the right, specify the required template parameters.
  
  Theses templates will then be used when you create a job ticket on the radio (Job Tickets > Create Task > Send).

• Once you have finished configuring the desired parameters, click the Write button on the toolbar.

Configuring Dispatch Console

Configuring a Radio

• Go to Administration, Radios.
• In the Radios pane, double-click the radio to edit its properties.
  

Job Tickets Service

• JTS Type

  • None
    Select if the radio is not equipped with a display.

  • MSI Proprietary
    Select if the radio is equipped with a display and supports the Enhanced Job Ticket protocol.

  • Text Messages
    Select if the radio is equipped with a display and supports the legacy Job Ticket protocol.

Configuring Job Ticketing

• Click the Job Ticketing tab, and manage Job Tickets in the Job Ticketing pane.
  

Adding Statuses for Job Ticketing

• In the Job Ticketing pane, click the Statuses tab to see the statuses available for job tickets.
  

• Click the Add button to add a Job Ticket status.

  • Name
    Specify a Job Ticket status name to display in the system.

  • Description
    Add a description for the job ticket status.

  • Action (CPS)
    Enter the action name as specified in MOTOTRBO CPS.
    Note: The Action (CPS) value must match the value of the corresponding Action/Response field configured for a radio in MOTOTRBO CPS, Job Tickets. See section 3.1, Configuring Radios with MOTOTRBO CPS.

  • Status
    From the drop-down list, select the Job Ticket status (Accepted, Completed, In Progress, or Rejected).

Adding Custom Fields for Job Ticketing

In addition to the default fields (Priority, Deadline, etc.), you can add custom fields with pre-defined values to be used in tickets/ticket templates.

• In the Job Ticketing pane, click the Custom Fields tab to see the list of custom fields available for job tickets.
  

• Click the Add button.
  
  In the Job Ticket Custom Field dialog box, specify the following:

  • Name
    Enter a name for the field.

  • Values
    Click the Add link and enter a pre-defined value for the field.

Creating a Ticket Template

You can create ticket templates in advance to then use them when creating tickets.

• Click the Templates tab to see the list of templates available for job tickets.
• Click the Add button to create a ticket template.
• In the Job Ticket Template dialog box, fill in the desired fields, and click OK.
  Note: For information about the fields, see section 4.1, Creating a Job Ticket.
  In addition, you can enable automatic creation of the template-based tickets by using a scheduler. For this, go to Create Automatically by Scheduler, click the arrow down button and select the corresponding scheduler. Or, click the plus button on the right, and create a new scheduler.

Selecting Ticket Status Color

You can also color tickets based on their statuses.

• Click the Job Ticketing tab, and on the toolbar, click the Status Colors button.
  

• In the Select Job Status Color dialog box that opens:
  

  • Click the arrow on the right, and from the drop-down list, pick the color for the selected status.

Job Ticket-Related Tasks

In TRBOnet Dispatch Console, the following two tasks allow you to automatically create and assign job tickets: HotSOS (Email) and HotSOS (Web Service).

HotSOS (Email)

The HotSOS (Email) task is used to automatically create and assign job tickets upon receiving email messages at the address specified for the radio (Radio > Additional > Email). In addition, you specify the email address at which to receive email messages about changes to the created ticket status.

• Go to Administration, Tasks.

• In the Tasks pane, click Add > HotSOS (Email).

• In the dialog box, specify the following parameters:
  

  • Name
    Enter a name for the task.

  • Email
    Enter the email address at which you want to receive notifications concerning the status of the created tickets.

  • Source
    From the drop-down list, select which part of the email message, Subject or Body, will be included in the job ticket text.

  • HotSOS Status
    Enter the text of the emails that will be sent as notifications upon changes to the job ticket status.

HotSOS (Web Service)
The HotSOS (Web Service) task is used to create and assign job tickets by using the HotSOS Web Service.

• Go to Administration, Tasks.

• In the Tasks pane, click Add > HotSOS (Web Service).

• In the dialog box, specify the following parameters:
  

  • Name
    Enter a name for the task.

  • URL
    Enter the URL of the service.

  • Login and Password
    Enter the login and password of the service account.

  • Provider
    Enter the service provider name.

  • Polling Interval
    Enter the interval, in seconds, to check the service for orders (job tickets).

  • Message Format
    Select the fields of a message to include in the job ticket text.

  • HotSOS Status
    Enter the text of the messages that will be sent as notifications to HotSOS upon changes to the job ticket status

Operation in Dispatch Console

Creating a Job Ticket

• In the Job Ticketing pane, click the Job Ticketing tab to see the list of created job tickets.
  

• Click the Add button to create a job ticket.
  Note: To create a ticket from a template, click the arrow on the right of the Add button to select from the available ticket templates. For how to create templates, see section 3.2.5, Creating a Ticket Template.
  

In the Job Ticket dialog box, specify the following parameters:

• Ticket ID
  This value will be set automatically once the ticket has been created.

• Priority
  From the drop-down list, select the task priority.

• Deadline
  Select this option and in the box to the right, enter a due date and time for the task.

• Predefined Texts
  From the drop-down list, select a predefined text for the Job Ticket.

  • Click the  button to edit the predefined text.
    

  • Click the Add link and type the text in the line that appears.
    In addition, you can also add to this text:

  • Priority
    Click this link to add the ticket priority to the text.

  • Due date
    Click this link to add the ticket due date to the text.

  • Due time
    Click this link to add the ticket due time to the text.

• Text
  Enter the text message in this box.

• Notify on status changes
  Select this option to send notifications to Dispatchers, Email and/or SMS groups when a Job Ticket status changes.

• Notify if ticket is not accepted by
  Select this option to send notifications to dispatchers, Email and/or SMS groups if a radio does not accept the Job Ticket at the time specified in the box below.

• Notification List
  Click this link and choose the recipients of selected notifications
  
  You can notify dispatchers with the help of notifications in the Dispatch
  Console (on the Dispatchers tab, check Notify Dispatchers, and select dispatchers), Email groups by sending Emails to dedicated Email groups (click the Email tab, check Notify by Email, and select Email groups) and phone users by sending SMS to dedicated SMS groups (clcik the SMS tab, check Notify by SMS, and select SMS groups).

• Comment
  Add a comment for the ticket.

Assigning a Job Ticket

• Select a job ticket in the list, and click the Assign button.
  Or, right-click the job ticket and choose Assign.
  
  In the Assign Job Ticket dialog box that appears:

• In the list, select a radio or multiple radios, radio group(s), or logical group(s) to which to assign the job ticket. To switch between the Radio List, Radio Groups, and Logical Groups, click the button and select the desired list.

• Click OK to assign the ticket to the selected radio(s)/radio group(s)/logical group(s).
  As a result, the selected radio(s)/radio group(s)/logical group(s) will receive the job ticket.
  Note: When you assign the job ticket to multiple radios and the first radio accepts the ticket, the behavior of other radios depends on the Job Ticketing Service type configured for the radios.
  If the Text Messages type is configured for the radios, all other radios will receive a corresponding text notification.
  If the MSI Proprietary type is configured for the radios (or Mobile Client is used as a radio), the ticket will be cancelled on all other radios (Mobile Clients).

Viewing Job Ticketing Statistics

• On the main menu, select Tools, then click Job Ticketing Monitoring to see the Job Ticketing statistic diagram:
  

• In this window, you can perform the following actions:

  • Select a time period for which to display Job Ticketing data.
  • Monitor tickets created by dispatchers.
  • Monitor tickets assigned to radios.
    All data are shown in the form of status diagrams.

Viewing Job Ticketing Reports

• To view a job ticketing report, go to Reports (1), and select Usage Statistics Reports (2) – Job Ticketing (3).
• On the Usage Statistics Reports pane, click the Report Settings tab, specify the appropriate parameters and then click Generate Report.
• Click the Job Ticketing tab to see the generated report.
  

References

• TRBOnet - Radio Dispatch Solutions
• TRBOnet - MOTOTRBO Radio Dispatch Solutions

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