Working on a ticket

Once a ticket is assigned to you, it shows up on your My assignments page (sidebar). This page walks through the day-of-the-job flow: starting work, logging what you did, and closing out.

Starting work

Open the ticket and tap Start work (or change status to In Progress). This signals to the manager and any watchers that you're actively on it. Times to first action are included in reports.

Updating as you go

Comments

Add a comment any time progress changes — "Compressor swapped, running 5-minute cool-down test now." Comments are visible to anyone with access to the ticket and show up in notifications for watchers.

Photos

Tap the camera button to attach a photo from your camera or library. Use this generously: before/after shots, serial numbers, the part you removed, the asset tag of replacements. Photos are stored with the ticket forever.

Parts used

If the Parts module is enabled (Parts inventory), there's a Parts usedsection. Add parts with quantity — Snippath automatically decrements stock and rolls the part cost into the asset's lifetime cost. Note part usage at the time you grab it from stock; don't batch it for the end of the job (you'll forget).

Checklist items

If the ticket has a checklist attached, tick items off as you do them. Required items must be checked before you can mark the ticket Done. See Inspection checklists.

If you're stuck

Move the ticket to Blockedwhen you can't make progress without something external — a part on order, waiting on a vendor, needing approval. Snippath requires a short note explaining what's blocking. The note is visible to the manager so they can chase it.

When the blocker clears, move it back to In Progress and add a comment noting that the block resolved.

Closing out

When the work is genuinely done — verified, tested, cleaned up — move the ticket to Done. If the ticket has a checklist with required items not yet checked, Snippath blocks the status change and tells you which items are missing.

A good closing comment is a one-liner of what you actually did, in case anyone reviews the ticket later: "Replaced contactor C2 in unit 3, tested cycle, all good."

If it turns out the ticket is invalid

Sometimes the "broken" thing isn't actually broken, the issue is a duplicate, or the user resolved it themselves. Move to Cancelledand comment why. Cancelled tickets stay in the system but don't count toward completed-work stats in reports.

Reassigning

You can't reassign your own ticket — that has to come from a Manager. Comment on the ticket explaining why you can't take it (off shift, lacking skill, in a different location) and tag the manager — they'll see it on the Board and reassign.

Re-opening a closed ticket

Managers can change the status of a Done ticket back to In Progress (or any other status) if the fix didn't hold. The change shows in the ticket's history so there's a record of why it was re-opened.