Ticket Management config

ETS Dashboard > Site admin > Ticket Management Config

We can configure ticket management

Customizable Configuration - Incident & Trip Feedback

• Adjust your ticketing preferences to better align with your specific needs and operational requirements.

 Incident

This section manages all the settings related to incident handling. Disabling it will affect all associated configurations. also now we can customize the severity levels to ensure incident creation upon security alert closure

Filter-based email triggers in Ticket Management!
 Customize alerts using:

• Status → Created, Updated, Commented, Assigned

• Office → Delhi, Mumbai, etc.

• Severity → Low, Medium, High

How It Works:

1. Toggle ON email notifications at system level

2. Enable filters you need

3. Configure emails for specific combinations
    (e.g., Delhi + Low + Created → goes only to the Delhi Ops team)

4. No email ID configured = no email triggered

Default:
Status filter ON. Office & Severity OFF. Configure as needed

Trip Feedback

This section manages all the settings related to Trip Feedback. Disabling it will affect all associated configurations.

Email Communication for SLA Based Escalation

Incident

• To ensure prompt ticket handling, SLA  configurations are introduced. Based on these rules:

• Escalation emails are triggered automatically if tickets remain unacted upon beyond a set time to configured email IDs

• Three SLA scenarios are supported:

• From ticket creation to ‘in progress’.

• From ticket creation to closure.

• From ticket reopening to closure.

• The system checks SLA breaches hourly, ensuring proactive escalation and timely resolution.

Email Communication to Reporting Managers

Trip Feedback 

• This feature ensures that the Reporting Manager (RM) of any employee involved in a trip receives notifications when an incident/accident ticket is raised. Key capabilities include:
• Configuration of email triggers at various ticket stages — creation, update, commented, assigned.
• Severity-level filtering to notify RMs only for high-priority cases.

Customisable Configuration - Trip Delay & Accident

Trip Delay 

• This section manages all the settings related to Trip Delay. Disabling it will affect all associated configurations.

Accident

• This section manages all the settings related to accident ticket type. Disabling it will affect all associated configurations.