🔧 Technician Tasks #

The Technician Tasks section in TroubleTrakkerPRO provides technicians and administrators with tools to manage ticket activity throughout the troubleshooting process.

These options allow users to write and update work reports, edit ticket details, close completed tickets, reopen solved tickets, and remove tickets when necessary.

📋 Available Technician Task Options #

• Write a Work Report
• Edit Work Report
• Edit Problem Report
• Close Problem Report
• Reopen Problem Report
• Delete Problem Report

📝 Write a Work Report #

The Write a Work Report option allows technicians to document troubleshooting steps, progress updates, labor time, and completed work associated with a ticket.

1. Navigate to Technician Tasks > Write a Work Report.
2. Select the desired ticket.
3. Enter work status, troubleshooting notes, labor information, time worked, and mileage if applicable.
4. Save the work report.

Work reports become part of the ticket’s permanent history.

✏️ Edit Work Report #

The Edit Work Report section allows technicians or administrators to modify previously submitted work reports.

This may be used to add updated troubleshooting information, correct time entries, modify work status, or update technician notes.

1. Navigate to Technician Tasks > Edit Work Report.
2. Locate and select the desired ticket.
3. Modify the existing work report information.
4. Click Save Work Report Changes.

🛠️ Edit Problem Report #

The Edit Problem Report option allows administrators or authorized technicians to modify the original problem report information submitted by the user.

This may include the problem type, building assignment, additional comments, and ticket details.

The Edit Problem Report screen may also display:

• Problem Report Information
• Work Order Information
• Work History
• Assigned Technician
• Priority Levels
• Ticket Status
• Submission Details

✅ Close Problem Report #

The Close Problem Report option is used when a ticket has been fully resolved.

Closing a ticket marks the issue as completed, removes it from active ticket queues, and preserves all work history and notes.

1. Navigate to Technician Tasks > Close Problem Report.
2. Select the desired ticket.
3. Enter closing notes and resolution details.
4. Optionally attach files or supporting documentation.
5. Click Close Problem.

🔄 Reopen Problem Report #

The Reopen Problem Report option allows previously solved or closed tickets to be reactivated.

This is useful when an issue returns, additional troubleshooting is required, the original issue was not fully resolved, or follow-up work becomes necessary.

1. Navigate to Technician Tasks > Reopen Problem Report.
2. Locate the solved or closed ticket.
3. Select the ticket to reopen.
4. Save the changes.

The ticket will return to the active ticket queue.

🗑️ Delete Problem Report #

The Delete Problem Report option allows authorized users to permanently remove tickets from the system.

This is typically used for duplicate tickets, test tickets, invalid submissions, or cleanup purposes.

Bulk Ticket Deletion #

K12USA can also perform bulk ticket deletions upon request from a TroubleTrakkerPRO administrator.

Common requests include:

• Delete all solved tickets from a previous school year
• Remove old archived tickets
• Clean up duplicate or invalid historical tickets

To request bulk deletion, administrators should email K12USA support with the school or organization name, the criteria for deletion, and the applicable school year or date range.

“Please delete all solved tickets from the 2024–2025 school year.”

🔍 Search & Filtering Features #

All Technician Task screens include built-in search and filtering tools.

Users can search by:

• Ticket Number
• Problem Description
• Reporter
• Problem Type
• Building
• Status
• Assigned Technician

📊 Export Reports #

Most Technician Task sections include an Export Reports button.

This exports the currently displayed ticket list for reporting, administrative review, historical documentation, and technician workload analysis.

💡 Best Practices #

• ✅ Encourage technicians to write detailed work reports
• ✅ Use closing notes to document final resolutions
• ✅ Reopen tickets instead of creating duplicates when possible
• ✅ Regularly review solved tickets before deletion
• ✅ Use ticket history for troubleshooting trends and auditing

🆘 Need Help? #

If you need assistance with Technician Tasks or TroubleTrakkerPRO configuration, please contact K12USA Support:

📧 support@k12usa.com
📞 877-225-0100