Ticket types are visible to anyone who can see tickets. Choosing or changing a type when creating or editing a ticket is limited to the consultant role.
The seven ticket types
Lift AI supports seven entry types, grouped into callbacks and scheduled work.Callbacks
Callbacks are service responses to a problem. They capture a Call Time, a Problem Type, and a Problem Description, and they drive callback and response-time performance.| Type | What it means |
|---|---|
| Regular Callback | A standard service call to address a reported problem. |
| Emergency/Entrapment | A high-priority response, such as a passenger trapped in a car, requiring immediate attention. |
| Deferred Callback | A non-urgent service call scheduled for later. Response and downtime are measured against business hours rather than around the clock. |
Scheduled and project work
These types record planned visits and longer work. They capture Arrival Time and Departure Time instead of a call time, and the corrective-action field is labeled Work Performed.| Type | What it means |
|---|---|
| Maintenance Visit | A routine, preventive maintenance visit. |
| Modernization | Upgrade or modernization work on a lift. |
| Inspection | A regulatory or safety inspection. |
| Repair | A specific repair activity. |
How the type changes a ticket
The entry type determines what a ticket asks for and how its times are labeled:Callback types
Show Problem Type and Problem Description fields, a Call Time, and label the work field Corrective Action. The time fields read Response Time and Resolution Time.