---
title: "Create Service Ticket"
canonical: "https://flagshiphelpcenter.myekos.com/space/EHC1/1968178542/Create%20Service%20Ticket"
format: markdown
---
[fuel sites help] 

# **Create Service Ticket** 

### *Step 1 – Where*

Choose the site where the issue is occurring and give EKOS a quick description. Enter the following information:

- Customer
- Site: Select a site and EKOS will show you all of the pieces of equipment that are at the site
- Quick Description: Enter a descriptive sentence that is short but explains what is happening. The description will appear in grids, reports, and several other places.
- Ticket Type: Add a type to this ticket to improve searching and reporting features.
- Source: Select a Source
- Reporter
- Ticket Status: EKOS will default the ticket status to Active for you; however, you can change the status to reflect the actual status if different than active

Click the button to Setup Ticket and EKOS will go grab all of the equipment at the site and prepare a ticket so you can attach equipment, upload documents, comments, etc.

### *Step 2 – What*

Tell EKOS what pieces of equipment are having issues and add them to the ticket

Equipment – line item entry tools. Choose all of the pieces of equipment that you want to attach to this ticket. Select equipment, manufacturer, model, status and warranty.

EKOS has 4 main statuses for equipment:

1. Active: The means that the ticket is active, and the issue is still needing attention
2. Active – Needs Repair: The means that the equipment is still functioning, but it might be at a reduced state. This status can also serve cosmetic/aesthetic issues such a door cover that will not latch back.
3. Inactive – Down
4. Inactive – Dead: This means that the equipment is not responding and has likely been damaged beyond repair. For example, a lightning strike or equipment being run over by a vehicle.

Upload pictures and files by dropping them in or selecting them from your computer.

### *Step 3 – When*

Tell EKOS when this issue was first reported and if there is a due date. Tell EKOS the priority for this ticket and when you need a technician.

EKOS priorities:

- Urgent – Choose an urgent priority if there is a safety, environmental, or regulatory event such as a spill. Urgent can also be used if your fuel site or fueling operations are essentially halted or severely compromised
- Important – important means that your site is not functioning at top level, and it is impacting your business. Service companies try to respond in 48 hours if your thorough put is 50% compromised for a product.
- Mitigate – Choose the mitigation priority if there is a potential problem and you want a technician to schedule a visit sooner than a typical preventative maintenance visit
- Schedule – This priority is typically used for minor issues, cosmetic issues, and for scheduling preventative maintenance events and inspections.

### *Step 4- Who*

Choose people that need to be kept up to date with this ticket

Adding contacts to a ticket – When you add a contact to a ticket they will get notified each time there is a new comment, status change, or any event associated with the ticket. The notification will come via email. Future – EKOS will send a text notification in the future, so be prepared to add your phone number to your profile so you can receive texts.

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## **All Service Tickets Grid**

View all your service tickets in this grid. Displayed on this grid is the following information:

- Ticket ID
- Fuel Site
- Status
- Description
- Priority
- Date Reported On
- Due Date
- Actions