22.2. Work Tickets from the Phone

A field visit should leave the same service record that the dispatcher sees at the desk. For a workstation repair at GreenLeaf Dental Group, use the phone to confirm the assignment, complete the checklist, record the replacement part, and leave the ticket in the correct status before departing.

These steps cover mobile app 1.6.1. Sign in with an internal account that can view and update the ticket, and stay connected while saving. Setup is covered in 22.1. Install AlgaPSA Mobile and Sign In.

Find the right ticket

Open Tickets from the menu. Enter a term in Search tickets, use a quick filter such as My tickets, Unassigned, High priority, or Recently updated, or open Filters for more control.

Choose View results to return to the queue. Pull down to refresh it. Review the visible filter chips before concluding that a ticket is missing.

Clear a remembered client or contact filter

Opening View tickets from a client or contact narrows the list to that record. A Client: … or Contact: … chip identifies the scope. This navigation context can be retained when returning to the list, alongside your saved filter choices.

Remove the client or contact chip to broaden the list, or use Filters > Clear Filters to clear that scope along with the other filters. Clearing it in 1.6.1 also clears the inherited navigation filter, so it should not reappear simply because you relaunch the app. This is a filtered view of the existing tickets, not a separate client queue to maintain.

Create a ticket for newly discovered work

From the ticket list, choose New ticket. Enter Title and select Board, Client, Status, and Priority, reviewing any defaults. Add Contact, Location, Assignee, and Description as needed, then tap Create Ticket. Confirm the new ticket's client and assignment before adding time or materials. Creating a ticket requires permission to create tickets.

Read the detail screen

Tap a ticket and confirm its number, client, and contact. The meta bar leads with tappable status, priority, assignee, and due date values. Status and priority names come from your server, so the example values in a capture may differ from your MSP's setup.

Figure 1: The ticket's meta bar and checklist keep assignment and required work visible during a site visit.

Use Expand and Collapse on the section headers to focus on the work at hand. Sections include Description, Checklist, Comments, Details, Tags, Calls and emails, Documents, Materials, and Logged Time. Client notes and linked devices appear with the ticket's related records.

The action chips provide the timer, Add time, and More. More contains Watch or Unwatch, Copy #, Copy ID, and Open in web.

Stage a change, review notifications, then apply

Selecting a new value in a ticket editor stages it for review. It does not immediately save the ticket.

1. Tap the status, priority, assignee, or due date in the meta bar.
2. Select the intended value. For a date, use Set a date, Today, Tomorrow, or +7 days.
3. Review the notification controls in the bottom Apply area.
4. Tap the action shown for that editor, such as Change status, Change priority, Assign, or Save due date.
5. Confirm that the saved value appears on the ticket. Cancel or dismiss the editor to discard the staged choice.

Title, description, and contact editors use the same review-before-save pattern. Closing a ticket, replacing an assignee, or unassigning can ask for an additional confirmation because of the consequence.

For example, use customer suppression when correcting a due date after an internal dispatch discussion, while still allowing the team to be notified. These choices apply to the current operation and reset after success or dismissal. After a failed save, review the error and retry; the selected suppression choices remain available. The update still belongs in the ticket history.

Checklist completion and Watch/Unwatch act immediately and do not wait for this Apply area.

Complete required and optional checklist work

1. Expand Checklist and review the completion count.
2. Tap an item when its work is complete. Tap a completed item again to mark it incomplete.
3. Identify items marked Required. Completed items can show who completed them and when.
4. To add a step, choose Add item, enter the Checklist item, and select Required if it is mandatory. Leave that choice off for an optional item, then tap Add item to save.

For GreenLeaf Dental Group, make “Verify access to the imaging application” required and add “Replace the worn keyboard if a spare is available” as optional. A completion count includes both kinds of item; review the outstanding required work before closing.

If the server rejects closure because required checklist items remain, review the checklist, finish the work, and try the status change again. Template management, reordering, and deleting checklist items belong in the web app. See 3.7. Build and Track Checklists on Tickets.

Edit the description, contact, and tags

Tap the description to edit it, or Tap to add description… for an empty description. Use the formatting toolbar, review notification choices, then choose Save description. Cancel leaves the saved description intact. Keep the description as the current problem statement; put visit outcomes in comments.

Expand Details to review the client, contact, phone, email, location, and record dates. Use Change contact to select another contact or remove the existing one, then apply the change.

Expand Tags, choose Edit tags or Add tag, and select or deselect the required tags. Search for an existing tag or use Add "…" for a new one. Tap Apply to save the selection. Tag changes do not send ticket notifications, as the tag editor explains.

Add the parts used on site

1. Expand Materials and choose Add Product.
2. Search the catalog and select the product.
3. Review Quantity, Currency, Rate, Total, and optional Notes in Add material.
4. Tap Add material and check the saved row and its Billed or Unbilled status.

For a replacement keyboard, record the actual quantity and agreed rate. A material on the ticket is not proof that an invoice has been finalized. For receiving stock or delivering a specific serialized unit, use 22.8. Scan, Receive, Count, and Service Assets in the Field.

Read calls, emails, and client notes

Expand Calls and emails to see recent interactions linked to this ticket. Tap a row to read its details, or Add to log an interaction with the ticket, client, and contact context already supplied. Tapping the contact's phone number opens the dialer; returning to the app offers to log that call. The full workflow is in 22.6. Call, Email, and Log Interactions from the Phone.

In Details, read Client notes under the client information. This inline view is read-only in 1.6.1. To append information, return to the menu, open Clients, find the same client, and open its record. Expand Notes, choose Add note, enter the Note, and tap Save note. The client record also displays Earlier notes when available. Return to the ticket after saving.

These notes belong to the client, so use them for information useful on future visits, such as “Coordinate workstation restarts with the office manager after the last appointment.” Put the outcome of today's repair in the ticket comments.

Resolve or close the ticket

To close through the status picker, tap the status, choose a status identified as Closed, apply Change status, and confirm Close ticket.

To record a resolution with a comment, expand Add comment, write the outcome, choose Internal or Client, and select Resolution. Under Close status, choose the appropriate closed status or Do not change status. Review the closing notification controls and tap Send. The comment's visibility is still governed by Internal/Client; notification suppression for closing does not turn a client comment into an internal note.

Refresh and check the final status as well as the saved resolution comment. A comment can save even if the separate status update is rejected. Confirm required checklist items, time, materials, and the next owner before leaving a ticket open for follow-up. Comment and attachment steps are in 22.3. Reply, Send Later, and Attach Photos from a Ticket.