English
Working a ticket
Opening a ticket shows the fault, site, priority and deadline at the top, and the next step as a big button. The tabs: Detalles (details), Trabajo (work), Notas and Historial (history). Más acciones (more actions): Corregir datos, Consultar al asistente (ask the assistant), Registrar movimiento (equipment move), Requiere otra visita (another visit), Registrar gasto (expense), Reporte de seguridad (safety report) and Cómo llegar (directions).
1. Accepting and going to site
| State | Button | What happens |
|---|---|---|
| Asignado | Aceptar el ticket | You confirm you take it. |
| Aceptado | Ir al sitio | It becomes En camino (on the way) and opens navigation. |
| En camino | Marcar llegada | It becomes En sitio (on site). |
Arrival is detected by itself when you enter the site's geofence slowly (Llegaste a [site] appears with Marcar llegada or Ahora no — not now). Without location, with weak signal or a location that looks mocked, the app warns you and you mark it on arrival. With location checks, an arrival far from the site is flagged.
2. The work steps
En sitio, Iniciar trabajo opens the Pasos del trabajo (work steps). Each says whether it's done:
Identificar la falla (identify the fault)
Before working: the unit or units failing, or whether the fault comes from outside the site.
- Identificar la unidad: scan its tag (Apunta a la etiqueta del equipo, or Escribir el código: barcode, serial or asset number) or pick it from what's installed at the site. Write Qué observaste (what you observed). The unit's previous work is shown.
- Agregar otra unidad que falla if there are several.
- Es una falla general (general fault): if it comes from outside (Sin enlace del proveedor en toda la plaza desde las 9:00…), with its Origen de la falla.
Seguridad (safety)
Answer before starting the work. The applicable safety checklist: each question and your Firma (signature). Registrar.
If an answer shows a risk: El trabajo no puede iniciar con estas respuestas (work can't start with these answers). You can still record it: it stays as a finding for safety and a supervisor is told (Trabajo detenido — work stopped). All fine: Autorizado.
Trabajo por equipo (work per unit)
What was done on each unit and how it was left. Per identified unit, the work and its result. Atender otro equipo records work on a unit outside the ticket's scope. Movimientos de equipo: what you install or remove (Movimiento, Pedir equipo request equipment); dispatch approves it (Aprobado · confirma en la sucursal).
Materiales usados (materials used): the consumables you used; they're deducted from your inventory on resolving.
Lista de tareas (task list)
What this job requires recording. The attached forms, in order. Guardar respuestas. If mandatory, it can't be resolved without it.
Fotos (evidence)
The photos backing the work, with their location. Lo que pide el cliente says how many photos their contract requires (Faltan 2 de lo que pide el cliente — 2 missing).
- Take the photo with the camera or Elegir de la galería. Each is sent with the phone's position when taken: Tomada en el sitio (on site) or Tomada fuera del sitio (off site).
- They send by themselves (Enviando…, Enviada). Without signal they stay on the phone until sent; removing an unsent one deletes it for good.
- A refused photo (No cuenta para lo que pide el cliente) says why. See Quality rules.
Resolver (resolve)
Write the repair done and close the job.
| Field | What it is |
|---|---|
| Resumen de la solución | What was found and what was done. With AI, you can rewrite it in a writing style. |
| ¿Usaste equipo? | Did you use equipment: De mi inventario (from my inventory) or Pedir equipo; it stays as a ticket move and doesn't hold up closing. |
| ¿Hiciste trabajo fuera del alcance del ticket? | Out-of-scope work: Sí / No, and what you did (Se reacomodó el cableado del rack…). It counts toward the client's out-of-scope report. |
Ver lo que se enviará al cerrar shows the full note. Resolver: without signal, the closure is queued. Proponer conocimiento sends what you learned as a field note.
Ticket details
Falla reportada, Solución aplicada, Número del cliente, Vencimiento (deadline), Registrado, Encargado (VoBo) on site, Lo que envió el cliente (client photos, voice notes, documents), Escalamientos, Conocimiento (guides and similar cases) and Defectos de calidad an audit asked to fix (fix them with a photo of the correction).
Resumen con IA (AI summary): where the job stands, what happened and what's next, with Riesgos (risks) and Siguientes pasos. Needs a connection.
Notas (notes)
What dispatch should know and no field asks. Nueva nota (el cliente pidió volver después de las 18:00). Sent with a connection.
Multi-technician crews
If you're supporting on a ticket: record your arrival (Llegué) and Firmar mi parte (sign off your part) when done (with what you did); Me retiro if you leave early. The lead resolves the ticket. It shows El equipo coincidió en sitio (the crew was on site together) and 2 de 3 firmas.
Requiere otra visita (another visit)
When it can't be finished today: Requiere otra visita.
| Field | What it is |
|---|---|
| Por qué volver | Reason. |
| Qué falta para terminar | What's left. |
| Título de la siguiente visita and Indicaciones | Optional, for whoever comes next. |
| Refacciones | Parts to bring: description and quantity. |
Registrar seguimiento: work continues in a follow-up ticket and this one leaves your list. See Ticket lifecycle.