iNeed Ticket Closing Procedure

iNeed is UNICC's official ticketing platform (web-based).

Standard Closing Checklist

For every completed task that has an iNeed WO or SR:

1. Find or create the iNeed ticket (WO or SR)
2. Add activity record with time spent
3. Add asset number (from context — see asset name table in README)
4. Close the ticket
5. Send required emails (if applicable)

Asset Number

The asset name = contexts.asset_number in Support Tracker for the relevant application.
See README.md for full mapping table.

Radius WOs → asset name: Missions Radius Service (context: Mission Pin Code)

Daily Missing Asset Report

Carlos receives a daily report showing WOs with missing assets (team-wide).
He fills only his own WOs.

ST query to find WOs with missing assets:

SELECT i.description, sr.sr_number, wo.wo_number, sr.asset_added
FROM work_orders wo
JOIN service_requests sr ON wo.sr_id = sr.id
JOIN items i ON sr.item_id = i.id
WHERE sr.asset_added = false OR sr.asset_added IS NULL;

Future Automation

Goal: automate via Playwright (iNeed is web-based, already tested with Comet browser).
POC tracked in Mission Control tracker.

WO Breach Rules

• WOs must be updated at least every 14 days
• WOs must be closed within 60 days of opening
• WOs are in breach when status = in progress
• Best practice: set WO to pending as soon as you pick it up — stops breach clock
  • Always do for self-created tickets; optional for tickets created by others
• WO Breach Report = weekly recurring task (Thursday) — review breach report, update at-risk WOs

iNeed Activity Format

Each activity: description of work done + hours + minutes worked.