Automated incident and repair ticket creation

Purpose

1 Automates incident and repair ticket creation for food court (hawker center) facilities, ensuring immediate capture and streamlined routing of reported issues for efficient resolution.

2 Enables automated logging of incidents from staff, sensors, or customers, managing maintenance tasks for both urgent repairs and scheduled, routine servicing.

3 Automates the distribution of ticket details to relevant repair teams or vendors, assigns priorities, tracks status, and notifies stakeholders in real time.

4 Centralizes documentation of facility and equipment breakdowns, repairs performed, downtime, and resolution timelines to drive compliance, quality control, and future preventative maintenance automation.

Trigger Conditions

1 Incident report submitted by staff through web portal/app.

2 Automated sensor or IoT device detects anomaly in equipment (e.g., refrigeration failure).

3 Scheduled maintenance reminder auto-generates repair ticket.

4 Customer submission via QR code or on-premise kiosk triggers ticket.

5 Integration automation with building management system when anomaly or error flagged.

Platform Variants

1 ServiceNow

• Feature/Setting: Incident Management API — automate creation of new incident via POST /api/now/table/incident.
  

2 Salesforce Service Cloud

• Feature/Setting: Case API — automate inbound case creation by POST /services/data/vXX.X/sobjects/Case/.
  

3 Zendesk

• Feature/Setting: Tickets API — automate POST /api/v2/tickets for ticket generation.
  

4 Jira Service Management

• Feature/Setting: Create Issue — automate POST /rest/api/2/issue for repair issue tickets.
  

5 Freshservice

• Feature/Setting: Ticket API — automate ticket submission with POST /api/v2/tickets.
  

6 Microsoft Power Automate

• Feature/Setting: Automated cloud flow — configure trigger and connector for Service Desk ticket creation.
  

7 Slack

• Feature/Setting: Workflow Builder + Slack API — automate repair request channel or direct message with form submission.
  

8 PagerDuty

• Feature/Setting: Events API v2 — automate trigger POST /v2/enqueue for incident alert.
  

9 Asana

• Feature/Setting: Tasks API — automate POST /tasks for maintenance task creation.
  

10 Monday.com

• Feature/Setting: Items API — automate POST /v2 for ticket item creation in maintenance board.
  

11 Trello

• Feature/Setting: Cards API — automate POST /1/cards for board ticket creation.
  

12 Google Forms + Apps Script

• Feature/Setting: OnSubmit automation — auto-inject form response to repair ticket system via webhook.
  

13 Twilio

• Feature/Setting: SMS webhook — automate incident submission by SMS trigger to webhook.
  

14 Email (Outlook, Gmail)

• Feature/Setting: Automated parsing — trigger repair ticket from specific subject/body keywords.
  

15 SendGrid

• Feature/Setting: Inbound Parse Webhook — automate email-to-ticket routing via HTTP POST.
  

16 Snipe-IT

• Feature/Setting: Tickets endpoint — automate asset-based ticket with POST /api/v1/tickets.
  

17 Zoho Desk

• Feature/Setting: Tickets API — automate POST /api/v1/tickets creation.
  

18 SAP Field Service Management

• Feature/Setting: Service Call API — automate repair ticket POST /api/v1/servicecalls.
  

19 Oracle Service Cloud

• Feature/Setting: Incidents API — automate POST /services/rest/connect/v1.3/incidents.
  

20 IBM Maximo

• Feature/Setting: Work Order API — automate POST /maximo/oslc/os/mxwo for maintenance work order generation.
  

Benefits

1 Automates incident detection, ticket registration, and escalations, reducing manual errors.

2 Enables automator-driven tracking of repairs, cutting response and downtime.

3 Boosts accountability with automatedly assigned tickets and transparent resolution.

4 Facilitates automating preventative maintenance analytics.

5 Increases customer/staff satisfaction due to faster, automated resolutions.

6 Ensures compliance with SLA via automation and audit trails.

7 Frees up staff for higher-value tasks by automating repetitive admin.

8 Scales automatable incident management seamlessly across locations.

9 Standardizes reporting by automating uniform ticket information capture.

10 Enables integration with IoT and facility systems for advanced automation possibilities.