Hospital maintenance tickets, with an SLA for each status
KIBBO organizes the requests of each area that are not a device repair, such as facilities, purchasing or certificates, into boards. Each board has its statuses and each status, its own SLA: every ticket card shows how much of that SLA it has already used. It is included on every plan.
Boards each institution creates, with its statuses
The institution creates its ticket boards in the settings, for example one per area, and defines the workflow statuses of each one, in order: those are the board's columns. Each board adds its own classifications and custom fields, and one is set as the default. The area chooses the names and the statuses, not KIBBO.
An SLA for each status, and its use shown on the card
Each status on the board has its own SLA. Every ticket card shows what percentage of that SLA it has used, and the open ticket shows how many hours it has been in its status and whether it is overdue. The SLA filter splits tickets into ideal, on time and overdue, and the board can be sorted by time overdue or by longest time in column.
A new ticket, with criticality, building and department
A ticket is logged with its board, title, criticality, building and department, a description, the tasks and, if needed, a file of up to 10 MB. Criticality has four levels: «Baja» (Low), «Leve» (Minor), «Sin urgencia» (Not urgent) and «Urgencia muy alta» (Very high urgency). With the building and department, each request has a place even with no device involved.
Assignee, updates and files, inside the ticket
The ticket shows who it is assigned to, who created it and when, its criticality and its board. The «Actividades» (Activities) tab logs each update, and «Tareas» (Tasks) and «Archivos» (Files) keep the work and the attachments. From there, the status and the assignee are changed, the title and description edited, and the ticket moved to another board.
Board or list, filtered by SLA, criticality and department
Tickets are shown as a board, by column, or as a list, with compact or classic cards. They are sorted by newest, oldest, longest time in column, assignee or time overdue, and filtered by board, column, SLA, assignee, creator, building, department, criticality and creation date. The list can be exported to Excel.
A device repair goes in its own work order
When a medical device fails, the repair is logged in a work order, opened from the device profile and with its own sub-statuses. Tickets organize the area's other requests, each on its board. A deleted ticket is not lost: it stays in the settings' audit log and can be restored.
Frequently asked questions
How does the ticket SLA work in KIBBO?
Each board has its statuses, and each status, its own SLA, set by the institution in the settings. Every ticket card shows the percentage of the SLA used; the open ticket, the hours it has been in its status and whether it is overdue. The SLA filter splits tickets into ideal, on time and overdue, and the board can be sorted by time overdue.
What is the difference between a ticket and a work order in KIBBO?
A work order belongs to a device: it is opened from its profile, it is internal or external and it goes through eight sub-statuses, from diagnosis to return. A ticket is an area's request on one of the institution's boards, with criticality, building, department and an SLA for each status. In KIBBO they are two separate screens.
Who creates the ticket boards and their statuses?
The institution, from KIBBO's settings. On each board it defines the workflow statuses, their order and the SLA of each one, plus its own classifications and custom fields. One board is set as the default, and a ticket can be moved from one board to another.
Which KIBBO plans include tickets?
All of them. Ticket boards are on every KIBBO plan.
Every request, on its board, with its assignee and SLA.
Ticket boards are available on every KIBBO plan.