Introducing the new feature of GPM Horizon: Tickets module

Introducing GPM Horizon’s Tickets Module

As renewable energy sources are becoming increasingly crucial, the management and maintenance of these assets are paramount. The introduction of the Tickets module in GPM Horizon, a multi-technology cloud-based application, marks a significant advancement in this domain.

The new module offers our users great capabilities to create, track, and manage tasks related to issues affecting renewable asset activity. It is a testament to GPM’s commitment to providing comprehensive, user-friendly, and efficient tools for renewable asset management.

Tickets module: overview

The Tickets module is seamlessly integrated and accessible within the application interface: users can easily navigate and use the module at various operational levels, including portfolio, site, and device (e.g. turbine).

Tickets module in GPM Horizon

Features and functionalities: How does the Tickets module work?

Board and status management

The module organizes tickets into customizable Boards for tailored management:

  • Dynamic board creation: users can create multiple boards within the module, each tailored to specific aspects of asset management, such as maintenance, inspections, or daily operations. This flexibility allows for the segregation of tasks based on their nature or urgency, facilitating a more organized approach to asset management.
  • Board customization: each board is fully customizable. Users can not only create and name these boards but also define their specific characteristics. This customization extends to setting which statuses (e.g. “Open”, “Scheduled”, “On duty”) are displayed on each board, enabling users to create boards that reflect their unique workflows.

Enhanced user experience and efficiency

  • Drag-and-drop functionality: both the tickets and the status columns support dragging and dropping. This allows users to easily move tickets between different statuses and boards, reflecting the progress of tasks in a highly intuitive and efficient manner.
  • Visibility and accessibility: the design of the boards ensures that all necessary information is visible and accessible. Users can quickly ascertain the state of various tasks and identify areas that require attention, leading to more efficient management and faster resolution of issues.
Status customization for Tickets

By offering customizable boards, flexible status columns, and an enhanced user interface, GPM Horizon empowers organizations to optimize their asset management processes, leading to increased efficiency, better organization, and more effective decision-making.

Visualizing ticketing workflow

Kanban view in Tickets module

Kanban view

The Kanban view is a visually intuitive and interactive feature, designed to optimize the management of tasks and processes associated with renewable assets. This view aligns with agile management principles, offering a dynamic and efficient way to handle tickets.

  • Intuitive layout: Kanban view presents tickets in columns that represent different statuses. This visual layout allows users to see the progress of tasks at a glance, facilitating quick decision-making and prioritization.
  • Drag-and-drop interface: users can easily move tickets between columns, reflecting real-time changes in the status of tasks and issues. This enhances the user experience by simplifying task management.
  • Creating tickets within the Kanban view: users can add new tickets directly within the Kanban, placing them in the appropriate column. This streamlines the process of ticket creation and assignment, enhancing workflow continuity.
  • Collapsible columns: to manage screen space and focus on specific tasks, columns in the Kanban board are collapsible. This allows users to concentrate on particular stages of their workflow distractions from lower priority tasks.
  • Column order personalization: users can rearrange the order of columns to suit their preference, with the system saving their personal settings.

Table view in Tickets module

Table view

The Table view is an alternative display that offers a more traditional way of managing tickets, providing a comprehensive overview of all tickets in a structured format.

  • Detailed ticket information: the Table view displays all tickets in a tabular format, providing detailed information at a glance. This includes ticket ID, title, associated asset, status, priority, start and end dates, and more.
  • Fixed action column: the Table view includes a fixed action column which contains actionable items like editing or closing a ticket, ensuring that users can quickly take necessary actions without navigating away from the overview.
  • Sorting and filtering: users can sort tickets based on different columns, like status, priority, or date. This sorting feature, combined with the ability to filter tickets, enables users to quickly find the information they need.

The Kanban view and Table view are two distinct but complementary features, each catering to different user preferences and workflow requirements. The Kanban board offers a dynamic, visual approach to task management, aligning with agile methodologies. In contrast, the Table view provides a structured, detailed overview of all tickets, suited for users who prefer a more traditional approach to data management.

Both views are designed with the user in mind, offering customizable, efficient, and interactive ways to manage the complex and varied tasks associated with renewable asset management.

Ticket templates

Ticket templates streamline and standardize the process of ticket creation and management. This is a crucial feature that is especially valuable in renewable asset management, where consistency, efficiency, and accuracy are vital.

  • Template customization: users can create a variety of templates to suit different types of tickets. Each template can be customized with specific fields, ensuring that all necessary information is captured right from the start. This customization includes setting field types such as text, value, date, or long text.
  • Pre-defined fields for consistency: templates include pre-defined fields tailored to different scenarios, such as maintenance requests, operational issues, or inspection reports. This standardization ensures consistency in ticket creation, making it easier to track and manage issues.
  • Efficient repetitive ticketing: for tasks or issues that occur regularly, templates significantly reduce the time and effort required to create new tickets. Users can quickly select a relevant template, ensuring that all necessary information is included without having to enter it manually each time.
  • Structured data capture: templates ensure that data is captured in a structured manner, making it easier to analyze and report on ticket information. This structured approach is vital for data-driven decision-making and for identifying trends or recurring issues.

Single ticket attributes

Ticket attributes

Ticket attributes play a fundamental role in ensuring detailed and accurate tracking of issues and tasks related to renewable asset management. These attributes are designed to provide comprehensive and customizable information for each ticket, enhancing the management process significantly.

  • Title: the title attribute allows users to assign a specific, descriptive name to each ticket, facilitating easy identification and tracking. This clarity is crucial for efficient management, especially when dealing with a large number of tickets.
  • Priority: priority settings (low, medium, high) enable users to categorize tickets based on urgency. This feature helps to prioritize tasks, ensuring that critical issues are addressed promptly.
  • Template: the integration of ticket templates into ticket creation adds a layer of efficiency and standardization. When a template is selected, its pre-defined fields automatically populate the ticket, saving time and ensuring consistency in data entry.
  • Asset association: tickets can be linked to specific assets, such as wind turbines, allowing for more precise tracking and management of issues. This association is particularly important in renewable energy management, where issues need to be tracked to specific equipment or locations.
  • Assignees: the ability to assign tickets to specific team members or groups facilitates clear responsibility allocation and accountability. This feature ensures that the right people are working on the right tasks, enhancing overall operational efficiency.
  • Start/end dates: setting start and end dates for tickets helps to schedule and track the progress of tasks. This temporal tracking is essential for planning and ensures that issues are resolved within the expected timeframes.
  • Status: the status attribute, which can be customized in the Board and Status Management feature, allows users to track the progress of a ticket through different stages of resolution. This feature provides a clear view of where each ticket stands in the workflow.
  • Module linking: tickets can be associated with different modules within GPM Horizon, providing a holistic view of the issue in the context of the overall asset management system. This linkage ensures that ticket resolution is aligned with other operational aspects.
  • Updated and created fields: each ticket displays the date and time of its creation and the latest update, along with the user who made these entries. This feature provides a clear audit trail for each ticket, enhancing transparency and accountability.
  • Board allocation: tickets can be associated with specific boards, aligning them with particular aspects of the workflow. This feature ensures that tickets are managed within the appropriate context, enhancing organizational efficiency.

Ticket Information tab

Ticket information tab

The Information tab is a critical feature designed to provide a detailed and organized view of all pertinent information related to a ticket. This tab serves as a centralized repository for data, enhancing the user’s ability to manage and resolve tickets effectively.

Main sections:

  • Main Description: The Main Description field is a large text area where users can enter a detailed description of the issue or task. This comprehensive description allows for a clearer understanding of the ticket, ensuring that all aspects of the issue are well-documented and understood by all team members.
  • Attachments: the ability to attach files directly to a ticket is vital. Users can upload documents, images, or other files relevant to the ticket. These attachments provide additional context and information, which can be crucial for resolving complex issues.
  • Custom Fields: Custom Fields add an extra layer of flexibility and specificity to ticket information. Users can add fields tailored to their specific needs, such as specific measurements, external reference numbers, or links to related documents. This customization ensures that all relevant information is captured and easily accessible.

Enhanced usability and functionality:

  • Template-driven fields: the fields in the Information tab can be pre-populated based on the selected ticket template. This feature saves time and ensures consistency in information collection, especially when dealing with similar types of tickets.
  • Customization for specific needs: the ability to customize the Information Tab with specific fields means that users can tailor the ticket to meet the unique requirements of their operational environment. This customization leads to more efficient handling of tickets, as all necessary information is readily available and tailored to the task at hand.

Enhancing communication with Comments

Ticket Comments

Comments is an integral feature that facilitates communication and collaboration among team members. It is designed to support interactive discussions, idea sharing, and progress updates directly within each ticket.

Facilitating Interactive Communication

  • Real-time discussion platform: comments tab acts as a real-time chat room for each ticket, where team members can discuss issues, share updates, and brainstorm solutions. This immediacy of communication is crucial for timely resolution of issues.
  • Historical record of discussions: comments tab serves as a historical record of all discussions related to a ticket. This documentation is valuable for reviewing how decisions were made or understanding the evolution of a ticket’s resolution process.
  • Accessibility and visibility: the tab is easily accessible within each ticket, ensuring that communication is always just a click away. This visibility encourages ongoing dialogue and keeps team members engaged in the ticket’s progress.

Linking tickets to alarms

Ticket alarms integration

This feature allows for a seamless integration of tickets with real-time operational data, enhancing the responsiveness and accuracy of issue resolution.

Integration of operational data with ticket management:

  • Real-time alarm data: by linking tickets to alarms, users can directly associate tickets with real-time data from the operational systems. This facilitates an accurate and timely response.
  • Contextual information for tickets: alarms bring a layer of contextual information to tickets, providing insights into the nature and urgency of the issue.
  • Streamlined issue identification: linking alarms to tickets helps to quickly identify the root causes of issues, reducing the time spent in diagnostics and leading to faster resolution.

Enhanced issue tracking and resolution:

  • Tickets display relevant alarms info: when alarms are linked, relevant information such as category, code, status, asset involved, and time frames are displayed within the ticket. This comprehensive view ensures that all necessary details are at the users’ fingertips.
  • Ease of alarm navigation: user can navigate seamlessly to the additional alarm info from the ticket
  • Management of multiple alarms: users can link multiple alarms to a single ticket if the issue is complex or affects multiple assets. This ability to aggregate related alarms under one ticket ensures a coordinated approach to problem-solving.
  • Dynamic updating of linked alarms: as the status of linked alarms changes, the information within the ticket is dynamically updated. This ensures that ticket data remains relevant and up-to-date.

Comprehensive Change Log

Ticket change log

The Change Log functionality is a vital feature for ensuring transparency and traceability in the management of tickets. It serves as a detailed record of all actions and modifications made to a ticket throughout its lifecycle, providing a comprehensive overview of its history and progress.

Comprehensive tracking of ticket activity:

  • Detailed Record of Changes: the Change Log captures every change made to a ticket, including status updates, priority changes, assignee modifications, and any other alterations. This detailed tracking is crucial for understanding the evolution of a ticket over time.
  • Timestamps and User Details: each entry in the Change Log includes a timestamp and the details of the user who made the change. This information is essential for accountability and for tracking the response times and actions of team members.
  • Visibility of Historical Data: the log provides a historical view of the ticket, offering insights into how the ticket has been managed. This visibility is particularly valuable for reviewing the handling of complex or long-standing issues.

Comprehensive tracking of ticket activity:

  • Detailed Record of Changes: the Change Log captures every change made to a ticket, including status updates, priority changes, assignee modifications, and any other alterations. This detailed tracking is crucial for understanding the evolution of a ticket over time.
  • Timestamps and User Details: each entry in the Change Log includes a timestamp and the details of the user who made the change. This information is essential for accountability and for tracking the response times and actions of team members.
  • Visibility of Historical Data: the log provides a historical view of the ticket, offering insights into how the ticket has been managed. This visibility is particularly valuable for reviewing the handling of complex or long-standing issues.

Enhancing accountability and transparency:

  • Audit trail for review and compliance: Change Log acts as an audit trail, which is essential for internal reviews and compliance purposes. It ensures that there is a transparent record of all actions taken on a ticket, which can be reviewed at any time.
  • Prevention and resolution of discrepancies and misunderstandings: in case of discrepancies or misunderstandings about how a ticket was handled, the Change Log provides a definitive record of what actions were taken and when.
  • Easy handovers and transitions: the Change Log provides a comprehensive background for transferring tickets to another team member, ensuring a smooth and efficient transition.
  • Reduced need for status updates: since the Change Log automatically records all changes, there is less need for team members to manually update each other about the status of a ticket.

Benefits of the Tickets module

The Tickets module in GPM Horizon brings many benefits to the management of renewable assets. These benefits span across various aspects of asset management, contributing to a more efficient, organized, and a transparent workflow.

  • Streamlined workflow and issue resolution: the module’s design focuses on streamlining workflows for managing renewable assets. By centralizing the creation, tracking, and resolution of tickets, GPM Horizon minimizes the complexities typically associated with these processes. This streamlined approach enhances productivity and allows for a more focused approach to overall asset management.
  • Enhanced communication and collaboration: Tickets module fosters improved communication and collaboration among team members. The integrated Comments section and the ability to connect alarms to tickets enable users to share information, updates, and collaborate effectively in real-time. This feature ensures that all team members are on the same page, leading to more efficient problem-solving and decision-making.
  • Customization and flexibility: the ability to create custom boards, status columns, and ticket templates give users more flexibility. The level of customisation ensures that the module may be tailored to the specific workflows and processes of various renewable energy projects. The capacity to customize the tool to meet specific needs significantly enhances its usability and effectiveness.
  • Improved tracking and management: The Tickets module offers comprehensive tracking features, including Kanban and table views, allowing users to efficiently manage and track tickets.
  • Data-driven decision making: the integration of the Tickets module with other modules in GPM Horizon allows for data-driven decision-making. This approach not only improves the accuracy of decisions but also enhances the responsiveness to emerging issues.

Tips to implement GPM Horizon´s Tickets module

Using the Tickets module in an organization requires three critical actions to enable successful integration and utilization:

  • Module comprehension: it’s critical that users understand the module’s complete functionality. Our team offers training courses, seminars, and extensive GPM Horizon documentation that can help to gain the knowledge.
  • Customization: organizations can customize the module to meet the unique needs of their workflow. Setting up boards, adding status columns, and creating relevant ticket templates are all part of this customization.
  • Integration with existing processes: the Tickets module should be integrated into the organization’s existing processes for managing renewable assets. This integration involves aligning the module’s functionalities with current workflows and ensuring that it complements other tools and systems in use.

Conclusion

GPM Horizon’s Tickets module offers multiple features and functionalities that greatly enhance the management of renewable assets. The module’s ability to streamline workflows, enhance communication and collaboration, and provide data-driven insights makes it an indispensable tool for organizations looking to optimize their renewable asset management processes.
As the renewable energy sector continues to grow and evolve, tools like GPM Horizon, with its advanced ticket management, will play a pivotal role in ensuring that the assets are managed effectively and efficiently.


Article by :
Sucharita Banerjee, Alexey Bakulin and Francisco Laucirica.


For more information on GPM Horizon, please contact our experts.

david