Tickets Overview

Understand how work is tracked in Otto


1. What is a Ticket?

A ticket is the primary way work is tracked in Otto.

You create a ticket whenever something:

  • needs to be fixed
  • needs to be completed
  • needs to be followed up on
  • needs to be documented as active work

A ticket represents: “This needs attention, and we will track it until it is resolved.”

Tickets are not just reminders — they are active work records that include updates, assignments, files, and progress.


2. When to Use a Ticket

Use a ticket anytime there is actionable work.

Examples:

  • “HVAC system is not cooling properly”
  • “Replace pool filter”
  • “Schedule electrician visit”
  • “Generator failed monthly test”
  • “Follow up after parts arrive”

If someone needs to do something or track something, it should be a ticket.


3. When NOT to Use a Ticket

Do not use tickets for:

❌ General knowledge


Use a Wiki instead
Example: “How the pool system works”


❌ Equipment records


Use an Asset
Example: “Main HVAC unit”


❌ Pure scheduling


Use a Scheduled Event
Example: “Weekly cleaning”



4. What a Ticket Contains

A ticket can include several types of information:

  • Title → what the issue or task is
  • Notes → updates, communication, history
  • Status → current progress
  • Priority → urgency level
  • Assignee → who is responsible
  • Tasks → step-by-step work (optional)
  • Files → photos, invoices, documents
  • Location → where the issue is
  • Asset → what equipment is involved
  • Group → category (HVAC, Pool, Electrical, etc.)

These connections are what make Otto powerful.


5. How Tickets Fit Into Otto

Tickets do not exist alone — they connect everything.

A ticket can be linked to:

  • a Location (where the issue is)
  • an Asset (what is affected)
  • a Group (category of work)
  • a Contact (vendor or service provider)

Example:

  • Location: Pool House
  • Asset: Pool Pump
  • Ticket: “Pump making loud noise”
  • Group: Pool

This allows users to:

  • find all issues in a location
  • see all work tied to an asset
  • track work by category

6. The Ticket Lifecycle

Every ticket moves through a lifecycle.

Typical flow:

  1. Created → ticket is opened
  2. In Progress → work has started
  3. Waiting → blocked (parts, user, or scheduling)
  4. Resolved → work is complete

Keeping this updated ensures everyone knows what is happening.

👉 For full details, see: Ticket Statuses


7. Tickets vs Tasks

This is one of the most common points of confusion.

Ticket

  • The overall job
  • Example: “Prepare pool for season”

Tasks

  • The steps inside the job
  • Example:
    • Inspect pump
    • Clean filter
    • Test chemicals

Use tasks when work has multiple steps.


8. What Makes a Good Ticket

A good ticket is:

  • Clear → easy to understand
  • Connected → linked to location/asset/group
  • Trackable → updated with notes and status
  • Actionable → someone can act on it immediately

9. Common Mistakes

❌ Creating vague tickets

“Fix this” → not useful

❌ Not linking context

Missing location or asset → hard to find later

❌ Not updating status

System becomes unreliable

❌ Using tickets for documentation

That belongs in Wikis


10. Key Takeaway

Tickets are the center of all work in Otto.

If used correctly, they allow you to:

  • track issues
  • coordinate people
  • store history
  • connect systems, spaces, and knowledge

11. Next Steps

To start using tickets:

  • 👉 Go to Create a Ticket
  • 👉 Learn how to update tickets in Update and Manage a Ticket
  • 👉 Understand progress states in Ticket Statuses