Technical Ticket Management in Service Job Card – Gain DMS

Introduction

In the automobile service industry, there are situations where dealership technicians may require technical guidance or engineering support from the OEM (Original Equipment Manufacturer) to resolve complex vehicle issues. These concerns may relate to repeated failures, abnormal vehicle behavior, software-related issues, diagnosis confusion, or unusual customer complaints.

To streamline such communication, Gain DMS provides a Technical Ticket Management process within the Service Job Card module. This feature allows dealerships to raise technical assistance requests directly from the job card and collaborate with OEM technical teams until the issue is resolved.

The technical ticket process ensures proper documentation, faster diagnosis, better communication tracking, and improved customer satisfaction by maintaining a transparent workflow between dealer and OEM.

Purpose of Technical Ticket Management

The Technical Ticket feature is designed to:

• Enable dealerships to seek OEM technical assistance.

• Maintain complete issue history and communication records.

• Share technical evidence such as images and documents.

• Track ticket aging and SLA timelines.

• Prevent job card closure until the issue is resolved.

• Improve diagnosis quality and warranty claim accuracy.
  

Accessing the Technical Ticket Screen

To create a technical ticket in Gain DMS:

Navigation Path

Workshop → Service Job Cards

Once the Service Job Card Worksheet opens, all open job cards at the dealership will be displayed.

The user must identify the relevant job card for which technical support is required.

Under the respective job card:

Action → Technical Ticket

Selecting this option opens the Technical Ticket Creation screen.

Understanding the Technical Ticket Creation Screen

When the ticket creation screen opens, the system automatically displays the basic information related to the vehicle and job card. This helps the user create the ticket without manually re-entering vehicle details.

The user must then fill all mandatory fields marked with a red asterisk (*). These fields are essential for proper issue analysis by the OEM technical team.

The important information captured during ticket creation includes:

• Ticket Title

• Query Type

• Query Category

• Technical Issue Details

• Dealer Observation

• Driving Mode

• Repeat Failure Information

• Concern Type and Sub-Concern Type

• Priority Level

• Associated Spare Part Information

• Remarks

• Supporting Documents or Images
  

Capturing Technical Concern Details

The ticket should clearly explain the actual technical issue faced on the vehicle.

For example:

• Engine abnormal noise

• Vehicle vibration

• Battery drain issue

• Software malfunction

• Sensor communication failure

• Repeated part failure

The dealer observation section is especially important because it helps the OEM understand what the technician identified during inspection and diagnosis.

The concern categorization ensures the ticket reaches the correct OEM support team.

Uploading Supporting Documents

Gain DMS allows the dealership to upload:

• Vehicle images

• Error screenshots

• Diagnostic reports

• Videos

• Technical inspection documents

This helps the OEM analyze the issue remotely and provide accurate resolution guidance.

Proper document upload significantly reduces diagnosis turnaround time.

Existing Ticket Validation

If any ticket is already open for the same job card, the system displays that information during ticket creation itself.

The dealership can view:

• Existing Ticket Number

• Ticket Title

• Ticket Open Date

This avoids duplicate ticket creation and improves tracking efficiency.

Saving the Technical Ticket

Once all mandatory details are updated, the user can click on:

Save Ticket

After saving, the ticket gets generated successfully and starts appearing in the Technical Ticket Worksheet.

The worksheet displays:

• Ticket Number

• Job Card Number

• VIN Number

• Product Information

• Ticket Category

• Priority

• Current Responsible Team

• Ticket Aging

• Current Status

Initially, the ticket status will appear as:

Open

Technical Ticket Workflow and Status Flow

The Technical Ticket process follows multiple stages based on OEM and dealership interaction.

1. Open Status

This is the initial stage immediately after ticket creation.

At this stage:

• The dealership has raised the issue.

• OEM team has not yet assigned the ticket internally.
  

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2. Assigned Status

Once the OEM assigns the ticket to the respective technical engineer or support team, the status changes to:

Assigned

This indicates that the OEM has started reviewing the issue.

The assigned OEM Point of Contact (POC) becomes responsible for providing technical guidance.

3. Pending Information Status

In some cases, the information provided by the dealership may not be sufficient for diagnosis.

The OEM may request:

• Additional images

• Clearer photographs

• Diagnostic reports

• More technical observations

In such cases, the ticket status changes to:

Pending Information

The dealership can then open the ticket and communicate through the Message Trail section.

Additional files and remarks can be uploaded directly into the conversation thread.

Once the requested information is submitted, the ticket status automatically changes back to:

Assigned

Understanding the Message Trail

The Message Trail acts as a communication bridge between dealership and OEM.

Through this section:

• OEM can request additional inputs.

• Dealership can share updates and documents.

• Complete communication history is maintained.

• All discussions remain linked to the ticket permanently.

This ensures better transparency and accountability throughout the technical resolution process.

OEM Resolution Process

Once the OEM has sufficient information, they provide technical diagnosis and recommended corrective action.

The ticket status then changes to:

Under Review

The dealership can now review:

• OEM diagnosis remarks

• Suggested corrective actions

• Spare replacement recommendations

• Software update guidance

• Repair instructions

At this stage, the dealer must decide whether the provided solution resolves the issue.

Accepting or Rejecting the Resolution

The dealership has two options:

Accept Resolution

If the solution works successfully, the dealer can accept the resolution.

Once accepted:

• Ticket status changes to Closed

• Ticket lifecycle is completed

• Job card can proceed toward closure
  

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Reject Resolution

If the solution does not resolve the issue, the dealership can reject the OEM recommendation.

A remark explaining the reason for rejection must be entered.

After rejection:

• Ticket status changes to Pending Revision

• OEM reviews the issue again

• A revised solution may be provided

SLA Timeline Management

Gain DMS also tracks SLA (Service Level Agreement) timelines for technical tickets.

The dealership must respond to OEM resolutions within the defined SLA period, generally within:

48 Hours

If no action is taken within the allowed timeline, the system marks the ticket as:

SLA Breached

This helps OEM and dealership management monitor delayed technical responses.

Ticket Closure Rules

An important operational rule in Gain DMS is:

A Service Job Card cannot be closed if an associated Technical Ticket is still active.

If the ticket is in any status such as:

• Open

• Assigned

• Pending Information

• Under Review

• Pending Revision

then the job card remains blocked from closure.

Only after the ticket reaches:

Closed Status

can the service job card be completed and closed successfully.

Ticket Search and Filter Options

The Technical Ticket Worksheet provides multiple filtering and search options for easier monitoring.

Users can filter tickets based on:

• Ticket Number

• Ticket Status

• Ticket Category

• Priority

• Dealer Code

This helps service teams quickly identify pending or critical technical cases.

Best Practices for Dealership Users

To ensure faster resolution and effective technical support, dealerships should follow these best practices:

• Provide detailed technical observations.

• Upload clear images and supporting documents.

• Avoid duplicate ticket creation.

• Respond to OEM queries within SLA timelines.

• Maintain proper communication through Message Trail.

• Verify OEM resolutions before accepting closure.

• Ensure all technical tickets are resolved before closing job cards.

Conclusion

The Technical Ticket Management process in Gain DMS plays a critical role in improving dealership-to-OEM technical collaboration. It ensures that complex vehicle issues are systematically documented, tracked, analyzed, and resolved with complete transparency.

By using this feature effectively, dealerships can reduce diagnosis delays, improve repair quality, increase warranty accuracy, and deliver better customer satisfaction.

The structured workflow, SLA monitoring, communication tracking, and resolution management together make Technical Ticket Management an essential operational process within the automobile service ecosystem.