Tickets are where you can collect information about your project. They can be used to track tasks, capture snags or faults, record daily logs, create checklists and more.
You can add media to Tickets to help visually communicate with your teams – using photo, videos, audio recordings and documents. You can also chat with teammates within a Ticket. All activity is tracked in the Journal, providing full evidence collection.
In-house users can create, edit and delete Tickets while Subcontractors can only update Tickets to track their progress. Watchers are only able to view Tickets.
To access Tickets, select Tickets in the left-hand navigation.
The top toolbar allows you to filter the Tickets you are viewing. You can filter by Project, or filter to see Tickets using a specific Form. Choose “All Projects” and “All Forms” if you would like to see a full list of your Tickets.
You can also create custom filters to view Tickets based on specific criteria. See Filter Tickets for more information.
Here is an overview of the Ticket navigation:
There are several ways to view your Tickets.
The List View displays Tickets in a list.
Tickets are categorised in various colours by their status for easy viewing:
The Plan View gives a visual overview of your Tickets’ position on your plan.
When clicking on a pin, it opens a Ticket preview. To make quick changes to a Ticket without having to fully open it, click the arrow icon to expand the Ticket preview.
Document View displays the documents uploaded into PlanRadar. See Document Management for more information.
To create a new Ticket, you must first select a project from the top navigation bar. Then click Create Ticket.
From the Plan View, you will first be prompted to select a location on your plan. Move the cursor to where you would like to place the Ticket, then click the green checkmark. To close, you can click the red x.
Alternatively, in the Plan View, you can right-click on the plan to add a new Ticket.
From the List View, click Create Ticket and a new Ticket will open.
Click Save at any time to save your progress filling out the Ticket. When you are ready to close your Ticket, click Save and Close.
When you open a Ticket, you can access all its information.
Fields within a Ticket can be adapted to capture the exact information you require for specific work processes. For example, if you want to capture a daily site log, you may use a different set of fields than if you wanted to capture snags.
To set up the information you would like captured in a Ticket, you must create a Form. See Forms & Lists to learn how to create a Form.
The media gallery hosts all photos, videos and documents within a Ticket. Click Show all attachments to access it from a Ticket.
To add media, click Add new attachment or drag and drop files.
Within the gallery, you can switch between thumbnails and a list view. You can also filter by file type.
Select multiple items by clicking the circle in the top left corner from the thumbnail view or next to the item in the list view to download and delete.
Once you upload an image to a ticket via the webapp, the photo editor will open. If you upload multiple photos at once, you must first select an image to start editing.
The photo editor allows you to customise each image before uploading them to your ticket. You can select from the following options to edit your image.
Transform: Transform allows you to crop your image. You can do a custom crop or select from common crops in certain shapes or sizes.
Text: Text allows you to add text to your image. You can customize the font family, the font size, the font colour, the font’s background colour and the line spacing.
Stickers: Stickers allow you to add pre-made shapes to your image that can help to circle or highlight an issue. You can change the colour of stickers and upload your own stickers from your computer.
Brush: Brush allows you to draw on your image. You can choose the colour of the brush, the size of the brush and the hardness of the brush.
Edit title: Edit title can be found in the bottom right corner of the photo editor and allows you to add a caption to your photo.
Once you have made the necessary changes, click on ‘Save photo’ in the bottom right corner of the editor to save your changes and upload the image to your ticket.
The photo editor can be disabled/enabled from your profile settings.
To add videos to a Ticket, click Add new attachment or drag and drop your video file.
Only videos that are 30 seconds or less can be uploaded to a Ticket. If you have a longer video, you will need to trim the video to 30 seconds or less before uploading to the webapp. If you are uploading a video via the PlanRadar mobile application, you will be able to trim the video to 30 seconds or less within the PlanRadar app.
Audio files can be recorded on a mobile device. Select Audio Recording within a Ticket on your mobile device, then press the speaker button to record a message. Press Finish Recording to stop recording. You can add to the recording by pressing Extend. Once finished, click Save.
Within the webapp, you can access and listen to the Audio Recording in the Media Gallery.
All activities within a Ticket are logged for full evidence collection and claims management purposes. This includes any changes to the Ticket – for example changing the assignee, priority, status or due date. It also includes when Tickets are opened and read, all comments, media and document attachments. Each activity has a date and time stamp.
Click on the filter icon to limit the view by comments, images, audio recordings and activity log items.
Here the creator and assignee of the Ticket can communicate. All comments and uploads of media are chronologically and permanently recorded with a time and date stamp. Once a comment has been sent, it is not possible to delete it.
Once you have created and assigned a Ticket to an assignee, a read receipt icon will be displayed next to the assignee field.
The crossed-out eye icon means that the assignee has not yet opened and viewed the Ticket .
Once the assignee has viewed the Ticket, the icon changes to an open eye .
Read receipt information will appear in the Ticket journal with the exact date and time the Ticket was opened.
Every user has the option to turn this feature on or off within their profile settings.
Parent and Sub-Tickets allow you to create a hierarchy, linking several Tickets together. This feature can be very helpful when there is a main task and several smaller tasks within it. The main task can be created as the Parent Ticket, and the smaller tasks can be created as the Sub-Tickets.
Once you have created a Parent Ticket, you can click on the Create Sub-Ticket button directly within the Parent Ticket to create your linked Sub-Tickets.
Alternatively, when creating a new Ticket, you can use the Parent Ticket drop-down field and select the Ticket you wish to have as the Parent Ticket. Please note the Parent Ticket must already been created.
To edit or delete a Ticket, open an existing Ticket.
To edit, make changes to the Ticket, then click Save or Save and Close.
To delete, click the settings icon, then select delete. You will be asked to confirm this selection before the Ticket is permanently deleted.
You can only edit or delete Tickets if you have permission to do so. For more information, see Roles .
You can import Tickets directly into PlanRadar using Excel or CSV files.
Navigate to the Tickets tab via the navigation bar, then click on more icon and select Import Tickets .
Select this option if you have created your excel or CSV file with the first row as the header for each attribute. If the first row in your excel file is ticket data that should also be imported and created as a ticket, you should untick this option.Validate Tickets before import:
Validating Tickets before importing is highly recommended. This will let you know how many Tickets will be successfully imported and how many Tickets will not be imported due to incorrect mapping/data entry. If there are errors when importing your Tickets, the error will tell you which row and which data in your Excel or CSV file is causing the error so you can easily rectify the issue.
Next, you will need to map the attributes from your Excel or CSV file to your chosen PlanRadar Form attributes.
Some fields may require an additional selection to specify what type of data is entered in your Excel or CSV file.
This should be selected when your excel data includes the name of a user or the name of a list item you wish to map your data to.
This should be selected when your excel data includes the identifier of a user or the identifier of a list item. The identifier for a user can be found on the ‘Users’ page next to each specific user under the column #ID. The identifier for list items can only be collected through an API integration)
This should be selected when your excel data includes the email address of a user (e.g. Author a ticket)
Once you have mapped the attributes correctly, click ‘Next’.
If any errors occur while importing your tickets, you will see them listed here. If there are no errors, you can click ‘Import’ and your tickets will be imported directly into your project.
*You can click on the back button to fix errors if the issue was attribute mapping. Otherwise, you might need to change the data within your Excel or CSV file. The error message will tell you which row and which attribute has the issue so you can easily rectify the issue.
There are several ways to search and find Tickets.
Search bar – You can search for Tickets using keywords
Project & Form filters – You can search for a Ticket within a Project or using a specific Form
Ticket filters – You can filter Tickets by specific criteria and save commonly used Filters. See Filter Tickets for more details.
To easily find Tickets, you can select specific criteria to filter by.
To start creating a filter, click on the filter icon located at the top right of the top toolbar.
You can initially filter your Tickets by assignee, author or status. If you click on the option Add Filter Criteria, you can further expand your filtering options with the following:
General – Filter your Tickets by the Project, Layer or Form.
Capabilities – Filter to only show Tickets that have or don’t have certain assets added, for example photos, documents, audio recordings, geolocation or the repeat function.
Default Fields – Filter by default fields from Forms, such as Status, Assignee, Receiver or Due date.
Custom Fields - Filter by the Custom Fields that you have created, named and added to your Forms.
Please note, when you are creating filters, selecting certain criteria restricts your other filtering options. For example, if you filter by Projects, criteria such as Layers, Assignees and Forms will only show items that are within the selected Projects.
Once you have selected the relevant criteria to filter your Tickets, you can save your filter by clicking on the Save button.
Here you will be prompted to name your newly created filter and select which users in your account can view it.
To use a filter which was previously saved, click on the drop-down next to Filters and select from a list of pre-created filters. Please note, you can only see your own filters and other team member’s filters you have permission to view.
Once a filter is active, you will notice a yellow Deactivate filter button shown the top of the screen. This allows you to easily identify that you are using a filter. To deactivate the filter, simply click on the yellow Deactivate filter button.
First select your desired filter from the drop-down menu, then click on the filter icon. Once you have selected a filter, you can edit it by adding or changing the initial criteria. Please note, you can only make these changes to your own created filters.
To rename, copy or delete a filter, click on the settings icon next to the Save changes button to open the filter settings. Here you can change the filter’s visibility, rename your filter, delete your filter, or save as a new filter.
Users who can view your filter, cannot edit your filter. They can select the setting Save as new filter and then make changes to their newly created copy.
When Tickets are updated by team members, you will receive notifications keeping you up-to-speed on the progress of the Ticket. There are several ways to receive Ticket notifications:
Message Center - By clicking on the bell symbol in the top right corner, you access the Message Center where you can view all Ticket notifications.
Push Notifications – On mobile devices, you will receive updates when Ticket changes are made.
Email Notifications – You are able to receive email updates when Ticket changes have been made.
You can turn Push notification on and off and adjust your email notifications options in your profile settings.
You can quickly and easily generate Ticket reports and exports.
To create a PDF Ticket Report, click Create Report. To export a list of Tickets into an excel file, click the more icon, then select Excel export.
Click Confirm and your report will download. You will receive a notification in the Message Centre once the report has downloaded.
Exported reports can be signed digitally in your PDF file viewer.