Understanding and creating a new ticket

In the lower left-hand corner of the AR mobile app there is a Tickets icon. Press this icon to open the ticket management system. This feature is only available for AR+ users.

Use the following procedure to create a new memo, provide support, or request support.

  1. Press the Tickets icon on the AR mobile app.
  2. Press the + button in the lower right corner of the display.
  3. Press one of the following options based on the function you want to perform:
    • Memo

      The Memo option enables you to create a stand-alone ticket on your mobile device that can be sent to an expert when network connectivity is available. You typically use this function when you do not have a network connection (such as WiFi or a Cellular connection).

    • Provide Support

      The Provide Support option allows a user (such as a remote expert) to initiate a peer-to-peer support session with another user that needs help.

    • Request Support
      The Request Support option enables you to initiate a peer-to-peer support session with another user or a remote expert. When you select this option the following occurs:
      • A list of users who are currently on-line appears
      • You can select an online user and then press on the arrow in the lower right corner of the screen to initiate a request for support from that user
      • When the selected user accepts the request/ticket, the ticket is launched automatically

After you create a ticket the screen displays the following:

In the upper right corner of the screen there are three buttons, a Phone, a Camera, and an Ellipsis.
  • The phone button enables you to request a live audio-only session with a remote expert.
  • The camera button enables you to request a live audio/video session with a remote expert. Once you are in a live video session, you can receive direction from the expert in the form of verbal instructions, as well as annotated screen captures and augmented reality annotations. You receive annotated screen captures in the chat window.
  • When you select the ellipsis button, you are prompted with three options, Details, Reassign, and Close.
    • Details enables you to enter the details of the ticket such as site, equipment, model and description.
    • Reassign enables you to reassign the ticket to another user.
    • Close enables you to enter the closure details of the ticket and close the ticket.
Also on the screen are two or three tabs depending on what is available – CHAT, AR, and LOGIC.
  • In the Chat tab, you can see any messages sent to you by an expert or another user. You can also receive documents, diagrams, or other files sent to you. In addition, you can send documents to the expert by pressing on the paperclip icon in the lower left-hand corner of the screen.
  • The AR tab of the ticket is where AR annotations are received. AR annotations can encompass functions such as simple pointers, circles and squares, clip art, and step-by-step instructions.
  • If the expert user, who is providing support, sends a Digital Procedure to you, a new tab titled Logic displays in the mobile app screen. You can select the tab, press Start Now, and then walk through the digital procedure as part of the ticket.