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Receiving and Acting on Tickets
The technician loop from ticket to close, performed entirely on the phone.
The On-Phone Work Order Flow
This is the core technician loop: receive a ticket, gather context, work the checklist, log parts, and close. The interactive demo follows Ahmad through exactly this path on a high-priority bearing-alarm ticket.
Step by Step
- Ticket arrives as a push notification with asset, priority, and location.
- Tech opens the WO to read symptoms, history, and attached procedures.
- Checklist drives the inspection; each step is checked or flagged.
- Replacement parts are selected from the catalog with quantity.
- Tech closes the WO with a note and any required signature or photo.
Why the Flow Matters
Every step captured on the phone becomes the audit trail. Nothing is re-typed later by a supervisor, so the data stays accurate.
Tips
If a tech skips the checklist or closes tickets from the office, the flow is broken. Coach them to close WOs at the machine, not at the desk.