> 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-as-a-ticketing-platform/guide-from-the-service-perspective.md).

# Guide from the service perspective

The service is responsible for processing and resolving the tickets. In addition, it maintains the information for the individual service objects and creates new ones if necessary.

## Users and notifications

The service uses a central service login that is responsible for distributing the tickets. Each service employee also has their own account to manage and close the assigned tickets. Although all tickets are visible to all service accounts, only the central service login receives a push notification when a new ticket comes in. However, it is important that all service employees enable push notifications in the browser in order to promptly notice changes and newly assigned tickets.

## Manage tickets

In the Tickets section in the sidebar, all open tickets are visible. In the “Assigned to” column, it is shown which employee is currently working on the ticket. The current status of the ticket or the associated task is displayed in the last column. Clicking on a ticket displays all details.

<figure><img src="/files/8e0a31a2c288fac8ff3b8ea805b79b92baa5d8d3" alt=""><figcaption><p>Ticket overview</p></figcaption></figure>

At the top you will find a timeline showing the progress of the ticket, and on the right is the comment window, where you can communicate with other team members. To close a ticket, use the “Close ticket” button once all active tasks have been completed. Tasks can be created and managed in the lower part of the window.

<figure><img src="/files/331d1677cddd69b7e7c5e9dae205f09bd713c1bb" alt=""><figcaption><p>Ticket details</p></figcaption></figure>

## Assets

In Assets, new objects from customers can be recorded and existing ones can be supplemented. Clicking on an asset displays all information about it. Customer information can be entered on the left side. Using the “More info” arrow, additional information configured in “Asset Modeling” can be displayed. On the right, documents for the customer can be placed or links entered.

<figure><img src="/files/df9d4c66f7b5689f94d2b4cfb826dfccacb9e3b1" alt=""><figcaption><p>Assets</p></figcaption></figure>


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