TICKETING & WORK ORDER MANAGEMENT FOR SERVICE AND SHOP FLOOR PROCESSES

oculavis enables efficient management of service requests, inspections, and audits through a unified system that involves multiple stakeholders. The solution simplifies the coordination of activities between end customers, technicians, and audits within your factories.

SYSTEMATIC DOCUMENTATION AND TRACKING OF SERVICE AND SHOP FLOOR PROCESSES

The case management module in oculavis SHARE is a flexible and powerful tool for creating various tickets, reports, incidents, suggestions for improvement or notifications, assigning responsibilities to assets, and documenting work progress. An individual case type can be created for each application.

Visual assistance calls can be planned and documented in a case, machinery and equipment can be assigned, or comments, screenshots, and videos can be added.

The master data of a case can be expanded as required to allow individual user input and to meet a wide range of requirements depending on the field of application. Individual master data fields can be reused in the entire application.

Cases can be created and viewed by internal, external, and guest users with the appropriate authorizations.

THE MOST COMMON AREAS OF APPLICATION OF THE CASES MODULE IN OCULAVIS SHARE

SMART SERVICE APPLICATIONS

External, product-oriented view

Plan factory acceptance tests in cases and provide them with individual acceptance criteria.

Plan remote commissioning.

Create troubleshooting cases ad hoc and capture valuable knowledge with notes, screenshots, and videos in a case.

Enable mobile access to all cases and the entire knowledge of the service organization for the field service.

CONNECTED WORKER APPLICATIONS

Internal, production-oriented view

Trigger maintenance requirements of a machine with a case.

Document the planned inspection of a system with a case.

Create various reports in shop floor management with a case (e.g. 8D report, CIP proposal).

Perform quality management audits remotely and manage them in cases.

SMART SERVICE APPLICATIONS

External, product-oriented view

Plan factory acceptance tests in cases and provide them with individual acceptance criteria.

Plan remote commissioning.

Create troubleshooting cases ad hoc and capture valuable knowledge with notes, screenshots, and videos in a case.

Enable mobile access to all cases and the entire knowledge of the service organization for the field service.

CONNECTED WORKER APPLICATIONS

Internal, production-oriented view

Trigger maintenance requirements of a machine with a case.

Document the planned inspection of a system with a case.

Create various reports in shop floor management with a case (e.g. 8D report, CIP proposal).

Perform quality management audits remotely and manage them in cases.

CASE CREATION BY ROLE

Manager / Remote Expert

Service, quality, maintenance, or production managers plan cases and, if necessary, fill them with content before planned maintenance, audit or acceptance takes place.

Cases are then often used to document visual assistance calls for the specific use cases mentioned and to plan follow-up actions.

Helpdesk Manager

In practice, manufacturers of complex products often use cases as a ticket system in the helpdesk.

At this point, a case is created either manually by a helpdesk manager or via an API-based integration with telephone systems, e-mail systems, or web forms.

Shop Floor Emploees

When your own employees in production, maintenance, or quality control create cases, this can be done conveniently with the mobile apps from oculavis directly on-site, e.g. in front of a machine or workstation.

The assignment of responsibilities for the cases created in this way is done either by manual selection or automatically.

Field Service Technicians

The company's field service technicians take remotely qualified service tickets with them to the end customer for service calls if a call-out cannot be avoided. This means that service technicians know exactly what to expect on-site, which spare parts, and which tools to take with them.

The case can then be further processed in the mobile app, or the assigned experts can be contacted from the case via visual assistance.

Machine Operators with an oculavis Account

As the operator of the oculavis smart service platform, external user accounts can be assigned to end users of machines, plants, and systems. This allows customer portals to be created and targeted access to service information to be provided.

Cases enable external users to create tickets easily for specific machines, production lines, plants, or systems.

Machine Operators without an oculavis Account

To ensure a seamless experience for users of machines, plants, and systems, cases can be initiated externally without the need for login.

This is made possible through a web component accessible by scanning a QR code or embedding it on a website. Users can create cases using a customizable form that supports text, images, and video attachments.

CASE CREATION BY ROLE

Manager / Remote Expert

Helpdesk Manager

Shop Floor Employees

Field Service Technicians

Machine Operators with an oculavis Account

Machine Operators without an oculavis Account

ADVANTAGES OF TICKETING & WORK ORDER MANAGEMENT AT A GLANCE

Keep an Eye on
Work Progress

Keep an eye on the status and priorities of all cases and manage maintenance and field service processes.

Stay up to Date with Notifications

Receive real-time notifications for updates to cases via email or push.

Dashboard with
Filter Preferences

Managers can create individual filter views to make working with cases as easy as possible.

Interfaces (API) and Webhooks

APIs are available to create and manage cases from third-party systems. Webhooks enable the implementation of event-driven business logic.

READY TO LEARN MORE?

Our application experts will work with you to find out what potential exists in the area of ticketing & work management in your organization.

Smart Service & Connected Worker Platform