> For the complete documentation index, see [llms.txt](https://docs.buildings.ability.abb/collection/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.buildings.ability.abb/collection/english-v14/academy/eliona-als-ticketing-plattform.md). # Eliona as a ticketing platform ## Introduction Eliona has an integrated ticketing system that can be used both on its own and integrated into existing projects. In this Academy, you will learn how to use Eliona as a standalone ticketing platform to manage service requests efficiently. The need for a central ticketing system arose from the transition to digital services at LEICOM AG in 2024, with traditional communication channels such as email and telephone being replaced by a central platform. Of course, Eliona's ticketing can also be used in an existing project; however, the focus of this guide is the standalone ticketing system without connection to building management systems or similar. ## Use Cases Eliona can be used in various scenarios, either standalone, as with LEICOM AG, or as a separate project within an existing Eliona instance. Typical use cases are deployment in an internal service desk or for customer support. In this course, you will learn how Eliona can be flexibly adapted to different requirements in order to manage both internal and external service requests effectively. ## General Structure Eliona's ticketing system is designed to make access to and management of service requests simple and clear. Customers access the system via a website and log in with an individual login. After logging in, they get an overview of their open tickets and can submit new requests. Customers' service objects are managed in the «Assets», where they can view detailed information about their service objects. As soon as a new ticket is created, it goes directly to the service team, which processes the requests and forwards them to the responsible employees. The customer can track the progress of their ticket at any time and communicate directly with the service team via a comment function. After processing, the ticket is marked as completed and removed from the list of open tickets. The following chapters describe in detail the specific views and functions for administrators, service staff, and customers. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.buildings.ability.abb/collection/english-v14/academy/eliona-als-ticketing-plattform.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.