Once a repair ticket has been created in RAMP, it can be updated with actions, comments, files, and milestone changes.
All updates made to a ticket are recorded in the Activity Log, creating a complete history of communication and progress.
Ticket Actions
Ticket Actions allow users to communicate updates, document activity, and attach supporting information.
Comments
Purpose: Communicate updates to stakeholders.
Add a comment to provide updates, request information, or respond to a vendor. Comments are visible to ticket contacts and will notify them (depending on notification settings).
Use Comments when:
Providing status updates
Asking a vendor for clarification
Confirming attendance times
Sharing progress updates
Comments form part of the external communication record for the ticket.
Add Note (Internal Note)
Purpose: Record internal information for your team.
Internal notes are only visible to your team. Vendors and external contacts cannot see them. Adding an internal note does not notify ticket contacts.
Use Internal Notes when:
Documenting internal discussions
Recording decisions before communicating externally
Logging sensitive information
Leaving reminders for team members
Internal notes help coordinate internally without triggering external notifications.
Log Call
Purpose: Record details of a phone conversation related to the ticket.
Use Log Call to document verbal discussions. Include:
Date and time of the call
Who participated
What was discussed
Agreed next steps
Logging calls ensures there is a written record of verbal communication and supports accountability.
Add File
Purpose: Attach supporting documentation to the ticket.
You can upload:
Photos of damage
Screenshots
PDF reports
Vendor quotes
Compliance documents
Providing visual or written evidence helps vendors diagnose and resolve issues more efficiently. All uploaded files become part of the ticket record.
Milestones
Milestones reflect the progress of a ticket and indicate its current stage.
Known Issue
Use Known Issue when a vendor has confirmed they are aware of the problem.
This may apply when:
The issue is already under investigation
The fault is recurring
The vendor has acknowledged responsibility
This milestone signals that the issue has been acknowledged and is being addressed.
Add Workaround
Use Add Workaround when a temporary fix has been implemented but the issue is not permanently resolved.
When logging a workaround, clearly document:
What was done
Who implemented it
Whether further action is still required
This ensures teams understand that operations may continue, but the issue still requires permanent resolution.
Resolved
Use Resolved once the issue has been fully fixed and the system or asset is functioning correctly.
When marking a ticket as Resolved:
Add a comment explaining how the issue was solved
Include relevant details such as parts replaced, adjustments made, or testing completed
This ensures accurate maintenance history and provides clear closure.
Activity Log
Every action taken on a ticket is automatically recorded in the Activity Log, including:
Comments
Internal notes
Call logs
File uploads
Milestone updates
Status changes
The Activity Log provides a complete audit trail of the ticket lifecycle.
When managing a repair ticket in RAMP:
Use Comments for external communication
Use Internal Notes for team-only information
Log calls to document verbal discussions
Attach files to support faster diagnosis
Update milestones to reflect real progress
Provide clear resolution details when closing a ticket
Accurate updates and clear documentation improve communication, speed up resolution, and maintain reliable reporting.