Ticketing System
Sound familiar?
- "I thought someone was fixing that."
- "I didn't know that was my job."
- "What ever happened to that ticket from last week?"
Work falls through the cracks when there's no single source of truth.
The Problem
Post-it notes, text messages, and hallway conversations are not a maintenance management system. Requests get lost. Priorities are unclear. No one knows who's working on what. When the same machine breaks down repeatedly, there's no history to learn from.
What OpexMX Ticketing Does
Creates a complete record of every maintenance request, from the moment it's reported until it's closed.
See Everything in One Place
All tickets visible in one dashboard with status, priority, assignment, and due dates.
Clear Status Workflow
Tickets move through predictable stages:
- Open - New request, needs attention
- In Progress - Someone is working on it
- Problem Identified - Diagnosis in progress
- Escalated - Needs extra help or expertise
- Completed - Done and documented
Always Know Who's Doing What
Assign tickets to specific technicians. See workloads. Balance the load.
Never Lose the History
Every ticket captures:
- What broke (asset, description)
- What was done (notes, time spent)
- What was used (parts, materials)
- What was learned (findings, recommendations)
How It Works
- Create a ticket - Describe the problem, link to an asset, set priority
- Assign it - Route to the right technician or team
- Work it - Technician updates status, adds notes, logs time
- Complete it - Document what was fixed and why
- Learn from it - Analyze patterns to prevent repeat failures
Real Example
Before OpexMX:
- Machine down at 2 AM, who do you call?
- Same motor fails 3 times in a month
- No idea what maintenance actually cost
- Tech fixes it but doesn't document why
After OpexMX:
- Clear assignment means faster response
- Repeat failures spotted immediately
- Full cost tracking (labor plus parts)
- Knowledge base grows with every ticket
Who Uses This?
| Role | What They Care About |
|---|---|
| Operators | Easy way to report problems |
| Technicians | Clear assignments and work history |
| Supervisors | Workload visibility and prioritization |
| Management | Costs, response times, problem trends |
Integrations
- Assets: Every ticket links to equipment for full history
- Preventive Maintenance: Auto-generate tickets from scheduled plans
- Parts: Track materials consumed during repairs
- Teams: View technician workload and availability
- Notifications: Alert assignees of new or updated tickets
Ticket Fields Explained
| Field | Why It Matters |
|---|---|
| Type | Preventive (planned) vs. Corrective (breakdown) affects how you prioritize |
| Priority | Urgent issues get attention first |
| Asset | Critical for repeat failure analysis |
| Assigned To | Clear ownership means accountability |
| Scheduled At | Plan work around production schedules |
| Problem Action | Links to predefined failure modes for consistency |
| Notes | Captures tribal knowledge that would otherwise be lost |
Pro Tips
- Be specific in titles - "Motor overheating" beats "Issue with Line 3"
- Always link to assets - Even if it seems minor, you'll want the history later
- Document findings - Even "nothing found" is valuable data
- Close tickets promptly - Keeps backlog accurate and meaningful