ETicket

Overview

ETicket is an Appian based ticketing solution. It is designed to simplify handling of user tasks, providing extensive set of features and modular configuration possibilities.
It is implemented using exclusively Appian platform functionalities, it can integrate to other Appian based solutions without additional overhead or installation of 3rd party addons. Customers who already implemented their business processes in Appian can implement their ticketing solution in the same Appian environment or switch from external ticketing systems.

Appian customers should tend to unify their business applications and move them to Appian as much as possible. As every business process contains at least one or more tasks that must be performed by someone, ETicket core solution is a fantastic way to implement some commonly used scenarios and fulfil them with workflow driven rich ticketing functionalities.

ETicket has a rich web API that can execute almost any action available to ETicket user. That way, all other Appian systems can either start some action in ETicket (e.g., creating a ticket and assigning it to some group) or wait for a message ETicket will trigger. Many business processes contain some user tasks that must be performed at some time in the process instance lifecycle. If there is a need to trigger a manual task that requires rich ticketing functionalities, you can start a new ETicket by calling the API integration.

Key Features & Functionality

ETicket functionalities include:

Task categorization by topic, users, business processes (Projects – Ticket Types – Workflows),
User defined fields (textboxes, checkboxes, lists, datetime fields, API Calculated fields, API triggers, etc.),
User defined forms containing user defined fields,
User or group assignments that can be predefined or set automatically,
User defined status changes that can trigger user defined forms and API calls (workflows),
Preconfigured or user defined ticket relations,
Work logging and worklog categorizations,
Modular security,
Support for extended preconfigured modules dealing with common business scenarios (e.g., Risk management)

Benefits & Business Impact

Most popular ticketing solutions tend to move to cloud environments which limits the integration possibilities with other systems, including Appian based solutions. Available commercial self-hosted solutions are mostly scaled for enterprise environments.
Smaller customers struggle to find a good self-hosted ticketing solution. Available opensource solutions lacks the modularity and rich functionalities ETicket offers out of the box. Customers who already implemented their business processes in Appian can implement their ticketing solution in the same Appian environment or switch from external ticketing systems.