Create a Ticket
Create and structure work in Otto using the Assistant or the interface
1. The Recommended Way: Use the Assistant
The fastest and preferred way to create a ticket is to message the Assistant.
Example:
- “Create a ticket for a leak in the upstairs bathroom”
- “Create a ticket for the pool pump making noise and assign it to John”
The Assistant will:
- create the ticket
- generate a clear title
- assign a group (when possible)
- link a location or asset (if recognized)
- add notes from your description
👉 See: Using the Assistant
2. Required: Every Ticket Must Have a Group
Every ticket must be assigned to a group.
This is not optional. The group determines:
- who owns the issue
- who can see and work the ticket
✅ How to Choose the Right Group
Always choose the group based on:
What the issue is about — not who is reporting it
Example
If a landscaper notices a potential security issue:
- ✅ Correct: assign the ticket to Security
- ❌ Incorrect: assign it to Landscaping just to keep visibility
⚠️ Important Behavior
If a ticket is created without a group:
- standard users will not be able to see or edit the ticket
- even if they created it themselves
- they may only see limited updates through ticket receipts (such as whether it was viewed or assigned a group)
Only admins can see ungrouped tickets across the system.
Group Access Rules
Users can only see tickets in groups they have access to.
That means:
- if you assign a ticket to a group you do have access to, you can continue working on it
- if you assign a ticket to a group you do not have access to, you may lose visibility after submission
This is expected behavior.
Otto is designed so that work is handled by the correct group, even if the person reporting it does not stay involved.
✅ Best Practice
When creating a ticket:
- Assign the most relevant group first
- Add a clear description of the issue
- Link the correct location or asset (if known)
Priority order:
- correct ownership
- correct routing
- clear reporting
Not continued visibility for the person creating the ticket.
🔑 Key Takeaway
A ticket’s group should reflect the issue being reported, not the role of the person reporting it.
3. What Information a Ticket Should Include
A complete ticket should include:
- Title → clear description of the issue
- Group → required (controls ownership and visibility)
- Note → context and details
- Location → where the issue is
- Asset → what is involved (if applicable)
- Assignee → who is responsible
- Priority → urgency level
4. Creating a Ticket with the Assistant
Step 1 — Message the Assistant
Type your request in plain language.
Examples:
- “Create a ticket for a leaking sink in the kitchen”
- “Create a high priority HVAC issue in the main house”
Step 2 — Review the Result
After the ticket is created:
- confirm the group (this is critical)
- confirm the location
- confirm the details
Step 3 — Refine if Needed
You can say:
- “Change the group to Plumbing”
- “Assign this to Mike”
- “Add a note that it started yesterday”
5. Creating a Ticket Using the Interface
For step-by-step UI instructions, see:
👉 Create a Ticket Using the Interface
6. What a Good Ticket Looks Like
7. Best Practices
Assign the correct group first
This determines who owns and receives the work.
Always link context
Include:
- location
- asset (if applicable)
Write clear titles
Make the issue easy to understand at a glance.
Add useful notes
Include enough detail for someone else to act without follow-up questions.
8. Common Mistakes
❌ Creating a ticket without a group
→ ticket becomes inaccessible to standard users
❌ Choosing a group just to keep access
→ routes the issue to the wrong team
❌ Not reviewing Assistant output
→ may result in incorrect grouping or missing details
❌ Vague or incomplete tickets
→ slows down response and resolution
9. Related Articles
- Using the Assistant
- Create a Ticket Using the Interface
- Tickets Overview
- Ticket Best Practices