Rev.io Mobile App: Ticket Details

The Ticket Details screen in the Rev.io Mobile app allows you to manage all activity, parts & labor, time logs, and tasks for a ticket. At this time, custom fields created for tickets do not display in the Rev.io Mobile app.

If a ticket has not been assigned to a customer yet, the ticket displays a customer selector. Tap the selector, choose a customer, and save. Once the customer is saved, the ticket becomes active and you can work it like any other open ticket.

1. View the Description of the ticket.
2. View the Ticket ID, Status, and Priority.
3. Tap the menu icon to edit the ticket.
4. Start a timer for the ticket by tapping the play icon. Tap the stop icon to end the timer and create a new time log.
5. View the customer's information, including Customer Name, Customer ID, Address, and Primary Contact.
6. Tap the email or phone icon to contact the Primary Contact on the ticket.
7. View the Work Requested on the ticket.
8. Tap Capture Signature to allow your customer to sign off on the work completed for the ticket.
9. Enter a new activity note by selecting a Topic and Status, indicating whether it should be Public or Internal, entering the note, and tapping Submit. You can send an email from the ticket by selecting the Email option.
10. View existing Activity Notes and System Entries on the ticket by tapping the respective tab. Tap the Hide Public and Hide Internal options to filter the notes displayed.
11. Add parts or labor to the ticket by tapping the Add Product button and selecting an item from the list of products.
12. View the Product Name, Cost, Quantity and UOM of the existing products on the ticket. Tap the product to expand it and view additional details.
13. Add time logs to the ticket by tapping the Add Time Log button and entering information for the log. Choose Public or Internal for the Work Performed note to control whether it displays as a public or internal note in the ticket activity. New time logs default to Public. 
14. View the Tech, Actual Time, Reason, and Start Date of the existing time logs on the ticket. Tap the time log to expand it and view additional details.
15. Add tasks to the ticket by tapping the Add Task button and entering information for the task.
16. Filter tasks on the ticket by tapping the Filter button and selecting the Hide Past Completed Items option.
17. View the Subject, Type, and End/Due Date of the existing tasks on the ticket. Tap the task to expand it and view additional details.

When the Allow Internal Notes on Tickets in a Closed State setting is checked, you can add internal activity notes to closed tickets from the Rev.io Mobile app. See the System Settings: Service article for more information about the setting.

These actions are available when adding a note to a closed ticket.

• Select Work Performed or Note for the note.
• Attach files or images to the note.
• Save the note. The note saves without sending any communication and without reopening the ticket.

When a ticket type requires a resolution, closing the ticket opens fields for a resolution code and a resolution summary. The ticket closes after you enter both, or you can cancel to leave the ticket open. See the Closing a Ticket with a Resolution article for more information about resolutions.