EP3482355A1

EP3482355A1 - Method for operating a ticket management system, and corresponding ticket management system

Info

Publication number: EP3482355A1
Application number: EP17735017.0A
Authority: EP
Inventors: Christian Frey
Original assignee: Siemens Schweiz AG
Current assignee: Siemens Schweiz AG
Priority date: 2016-07-11
Filing date: 2017-06-19
Publication date: 2019-05-15
Also published as: WO2018010913A1; US20190317464A1; CN109416779A; DE102016212550A1

Abstract

Method and arrangement for operating a ticket management system for faults, wherein a mobile communication terminal of a user is set up to send a report regarding a detected fault to a reporting centre, wherein the report comprises the location of the fault and one or more photographs of the fault taken by a camera of the mobile communication terminal, wherein the mobile communication terminal is further set up to determine the location of the fault; wherein an appropriate service ticket is created in the reporting centre based on the report; wherein the service ticket is sent by the reporting centre to a mobile communication terminal of a service representative, wherein the mobile communication terminal of the service representative is set up to receive the service ticket sent by the reporting centre and to output said service ticket on an output unit; wherein after the fault has been cleared the mobile communication terminal of the service representative returns the service ticket to the reporting centre, wherein the returned service ticket comprises a photograph of the cleared fault and the location of the fault clearance.

Description

Method for operating a ticket management system and corresponding ticket management system The invention relates to a method for operating a ticket management system for faults. Furthermore, the invention relates to a corresponding ticket management system.

For economic and environmental reasons Check Ser vicebeauffragte or Facility Manager (FM) The built-Inf ^¬ rastruktur and consumables often depending on usage. Although a corresponding control interval is adapted to consumption, wear and / or service life, for cost reasons it is often pushed back to the edge of the possible. Since many systems and facilities are not networked or are not equipped with networked displays such as consumption indicators (water level in plant pots, soaps ^¬ dispensers, toilet paper, fire extinguishers, ...), or facilities (lights, coffee machine, hot water appliances, ... ) can go ahead faulty, a defect or a fault of facility managers (eg janitor) or a qualified service personnel is only noticed during your next ^¬ th routine check; if any. Defective or damaged systems such as a broken socket, broken windowpanes, hanging ceiling parts, etc. may also injure persons or endanger life. Furthermore, the disregard of safety regulations, such as the keeping of emergency exits

be reported as soon as possible to eliminate the defect promptly.

Users of the systems or building facilities can usually report such ills via a telephone number to a Ser ^¬ vicestelle. For this, however, the corresponding contact information (phone number, email address, website, ...) the Service point to be known. Then the system and the defect must be described and the exact location (floor, room number, ...) must be indicated. This is cumbersome and can easily lead to misunderstandings and thus initiate further unnecessary work steps, which increases the effort and thus the costs for remedying the defect.

It is therefore the object of the present invention to provide an easy-to-implement method for operating a ticket management system for faults.

The object is achieved by a method for operating a ticket management system for faults, wherein a user's mobile communication terminal is adapted to report a message regarding a detected fault to a reporting center, the message indicating the location of the fault and one or more of a camera the mobile communication ^¬ terminal device recorded photos of the disorder includes, wherein the mobile communication terminal is further configured to determine the location of the disorder; wherein in the message center based on the message, a corresponding service ticket is created; wherein the service ticket is sent from the alarm center to a mobile communication terminal of a Servicebeauf ^¬ tragten, wherein the mobile communication terminal of the service representative is adapted to receive the service ticket sent from the control panel and output on an output unit; wherein the ticket service is sent back to the signaling center after the disturbance by the mobile communication terminal of Servicebeauf ^¬ tragten, wherein the returned service ticket includes a photo of the resolved interference and the location of the troubleshooting. As a result, detected faults can be reported by a user simply, ad hoc and quickly, ie without bureaucratic hurdles. A first advantageous embodiment of the invention is as ^¬ rin that the signaling center the returned to them Ser ^¬ vice ticket after a verification of the resolved failure closes, wherein the verification holds a detected Convention Stim ^¬ mung of location of the fault and the location of the troubleshooting environmentally. The location of the fault and the location of the fault rectification are each reported by different persons. By comparing the location coordinates, it is ensured that the fault correction really took place at the location of the reported disturbance.

A further advantageous embodiment of the invention lies in the fact that the message further comprises: comments of the user. The user can add his comments textually and / or as a voice message to the fault message. This makes the fault description more concrete and comprehensive.

A further advantageous embodiment of the invention is that the message includes a deficiency state. A

Message may also refer to a deficient state, e.g. "Soap dispenser empty".

A further advantageous embodiment of the invention is that the signaling center analy ^¬ Siert and a received message based on this analysis the created service ^¬ ticket to an indication of the required tools and / or egg ^¬ NEN indication of needed supplies and / or an indication of required spare parts and / or an indication of the required repair time and / or an indication of a required specialist with expertise is enriched. Advantageously has the control panel to access a experi ^¬ insurance database, needed information (eg tool, the time needed for troubleshooting, required knowledge (Skills)) to known disorders. This information makes it easier to schedule a service representative to troubleshoot. The analysis of the received fault message can be in a server of the reporting center eg

by artificial intelligence (AI) mechanisms, i. done with appropriate software.

A further advantageous embodiment of the invention is that the location of the message and the location of the troubleshooting determined by a position determination system with the respective mobile communication terminal and the corresponding ^¬ coordinates of the installed software application

(Sturgeon app) are provided. Positionsbestimmungssyste ^¬ me, such as satellite-based (eg, GPS location) or mobile- radio supported (eg GSM positioning), or indoor Positioning- Systems (IPS, indoor positioning system, for example, I beacons

WLAN) are widespread and can very easily determine the position of a mobile communication terminal (e.g., smartphone, tablet computer).

A further advantageous embodiment of the invention lies in an arrangement for carrying out the inventive method. The components required to implement the arrangement are commercially available hardware or software or software that can be created.

The object is further achieved by a ticket management ^¬ system, wherein a mobile communication terminal of a Benut ^¬ dec comprises a software application (App interference) through which a message about a detected disorder or

Deficiency is transmittable to a server of a control panel, where ^¬ wherein the message comprises the location of the fault or defect, and one or more photos ^¬ unit of a camera of the mobile communication terminal received the fault, wherein the mobile communication terminal is further configured to determine the location of the fault; wherein transmittable by the server of the alarm unit, based creatable on the message, a corresponding service ticket and to a mobile communication terminal of a service representative, said mo ^¬ bile communication terminal of the service representative to a directed ^¬, the signal transmitted by the signaling center Serviceti ^¬ CKET including the location coordinates to receive and output on an output unit; wherein the mobile communication terminal of the service agent is further configured to display the location of the fault and to navigate the service ^agent there; wherein after removal of the interference from the mobile communication terminal (eg smartphone, tablet computer) of the service agent, the service ticket is returned to the central office, the returned

Service ticket includes a photo of the fixed fault and the location of the fault repair. The components required to implement the ticket management system are customary hardware or software or software that can be created.

A further advantageous embodiment of the invention lies in the fact that the server of the message center is set up to automatically close the service ticket sent back to it after a verification of the corrected fault, wherein the verification comprises a recognized match of the location of the message and the location of the fault clearance , The location of the fault and the location of the fault rectification are each reported by different persons. By comparing the location coordinates, it is ensured that the fault correction really took place at the location of the reported disturbance. Ser server control panel, for example, an appropriately incorporated teach ^¬ ter PC or an appropriately equipped workstation can access, for example to an experience database, the corresponding b en Entries for the fault messages (eg a photo of an object without interference). By automatically comparing a photo sent by the service representative to a corrected fault with a corresponding photo of the experience database, the reporting center can automatically verify the fault that has been rectified and automatically close a corresponding ticket. The comparison can be carried out, for example, by a corresponding pattern recognition system or by an image recognition system.

A further advantageous embodiment of the invention is that the location of the message and the location of the bung Störungsbehe ^¬ determined by a position determining system with the respective mobile communication terminal and which are provided corresponding to the location coordinates of the installed software application. Positioning systems, such as satel ^¬ lite supported (eg GPS location) or mobile-based (eg GSM positioning), or indoor positioning systems (IPS, indoor positioning system, for example, I Beacons, WLAN) are widespread and can easily position a mobile communication ^¬ terminal device (eg smartphone, tablet computer) determine.

A further advantageous embodiment of the invention is that the software application (sturgeon app) for sending the message when needed (on demand) on the mobile communication ^¬ terminal (eg smartphone) of the user can be installed, for example by a download via the App Store or by scanning a QR code placed in or on a building (eg in the entrance hall of a building or on elevators). The QR code may contain a corresponding program (sturgeon app) itself or a URL with link to the program. The invention and advantageous embodiments of the present invention will be explained using the example of the following figures. Showing:

1 shows a first exemplary arrangement of a ticket ^¬ management system for processing messages Störoder deficiency,

2 shows a second exemplary arrangement for a ticket ^¬ management system for processing Störoder lack messages, and

3 shows an example flow chart for a method for operating a ticket management system.

By means of a SmartPhone App, which depending on the building / location e.g. can be loaded and installed via a QR code sticker on the entrance or in the corridors, can be detected faults

(Defects) or lack supplies (consumables, Blu ^¬ menwasser) are reported by a user (person). For this purpose, a corresponding app on a communication terminal

(eg smartphone, tablet computer) started by a user and created by the user a photo may be a short description of the defect or the disturbance. For example, using indoor positioning system (IPS) is also already detected the location of the failure state and will to the server of ent ^¬ speaking service center (for example, alarm center, Building Management System). There, a service ticket is created (or directly automatically after verifi cation ^¬ semi-automatic) for message input. This ticket is then via the service app on the handset (eg Smartphone) the responsible service technician or -personals displayed wel ^¬ ches then targeted with the appropriately required mate ^¬ rials set off for troubleshooting or Mangelbeseiti- can make.

1 shows a first exemplary arrangement for a Ti ^¬ cketmanagementsystems for handling fault or Man- gelmeldungen, wherein a mobile communication terminal MGI a user B has a software application (Sturgeon app) through which a message TR with respect to a detected interference or a message is sent to a server of a message center MZ, the message TR comprising the location of the fault ST or the fault and one or more photos of the fault recorded by a camera of the mobile communication terminal MGI, wherein the mobile communication terminal MGI is further configured to to determine the location of the disturbance; where ^¬ at the server of the alarm center MZ, based on the message TR (for example, a ticket-Request), an appropriate Ser ^¬ vice ticket T buildable and to a mobile communication terminal ^¬ MG2 a service representative SBl is transmittable, wherein the mobile communication terminal MG2 of the service Representative SBl is adapted emp catch the overall sent from the control panel MZ service ticket T including the location coordinates to ^¬ and output on an output unit (eg display of the mobile communication terminal MG2); wherein the mobile communication terminal MG2 of the service representative SBl is white ^¬ terhin adapted to indicate the location of the fault and to navigate the service representative SBl thereto; wherein after the disturbance ST from the mobile communication terminal MG2 of the service representative SBl the service ticket TF (ticket completed) to the signaling center MZ is zurücksendbar where ^¬ in the returned service ticket TF includes a photo of the behobe- NEN disorder ST and the location of the fault.

In the illustration according to FIG. 1, the disturbance ST detected by the user B is, for example, a broken window in a building GB. In the grain Communication terminals MGI, MG2 are for example at

Smartphones or tablet computer. The communication connections KV1 ^¬ - KV 3 is with advantage to funkge ^¬ assisted or mobile-based connections. The message center MZ can be part of a building management system GMS, for example. Includes the signaling center MZ a correspondingly turned ^¬ oriented server (such as a PC, workstation) for receiving fault or defect messages TR (ticket request) via the communication link KV2. A position determination system SAT and / or IPS determines the position of the mobile device MGI of the user B. Advantageously, the message center MZ or the server of the message center and the database DB in a cloud (computer cloud). The services of the ticket ^¬ management system can thus as "software as a service" (SaaS) or as "Infrastructure as a Service" (IaaS), for example, for building operators (Building Operator) are provided. Therefore, a building operator does not have to set up or operate a ticket management system for processing faults for his buildings. A building operator can thus outsource his ticket management system.

The user B of the mobile device MGI creates a photo ei ^¬ ner detected fault ST (eg broken window in the building GB). Disturbances ST detected by the user B are reported as disturbance or defect notifications as a ticket request TR via the communication link KV2 (eg a radio link) to the reporting center MZ. The ticket request TR comprises a ^{photo of} the disturbance ST and the position of the disturbance ST. As a result, the type and severity of the fault can be easily identified in the message center MZ, and the exact location of the fault ST is also known. A service representative SB1 can thus target with all information (eg required tools, required spare parts, skills required, "needed time" (for arrival and troubleshooting)) Remedy the disturbance ST to be instructed. Advantageously, the server of the message center MZ access to an experience ^¬ database DB, with information (eg required tools, time required for troubleshooting, required knowledge (skills)) to known disorders. With this information, a corresponding service representative SB1 can be easier to schedule for troubleshooting. The database DB may be, for example, a relational database. In principle, a spreadsheet (eg Excel) with the corresponding information is sufficient.

The location of the communication terminals MGI, MG2 in the fault detection and in the fault repair is carried out by positioning systems SAT, IPS. Positioning systems SAT, IPS, eg satellite-based (eg GPS positioning), or mobile-based (eg GSM positioning), or indoor positioning systems (IPS, indoor positioning systems, eg I-beacons, WLAN) are widespread and can be very easily determine the position of a mobile communication terminal MGI, MG2 (eg smartphone, tablet computer). In this case, the location of the message and the location of the repairs carried out by the positioning system satellite, IPS with the respective mobile communication terminal MGI, MG2 and determines the entspre ^¬ sponding location coordinates of the installed software application is provided.

The software application (sturgeon app) for sending a fault message TR can be made to the mobile communication terminal MGI user B by downloading via the Internet. The software application (sturgeon app) can be located, for example, in an app store and from there the mobile communication terminal MGI of the user B or of a service representative SB1 can be loaded. The software application (sturgeon app) for sending a fault message TR can also on demand to the mobile Communication terminal MGI user B installed ^¬ who, for example, by scanning a QR code QR, which is mounted in or on a building GB (eg in the entrance hall of a building GB or at the elevators). The QR code QR can contain the corresponding program (sturgeon app) itself or a URL with link to the program (sturgeon app).

A detected by a user B disturbance ST is photographed by this with his mobile communication terminal (eg smartphone) MGI and in the form of a ticket request TR (gemel ^¬ dete disorder) with the photo and determined by the positioning ^¬ system SAT, IPS location data of the mobile communication terminal MGI reported to the message center MZ via a suitable communication connection KV2 (eg wireless connection). Depending on the nature of the fault a ticket T is created for a trouble shooting for an appropriate service representative and SB1 via a suitable Kommu ^¬ nikationsverbindung KV3 on the mobile communication terminal MG2 (for example smart phone) sent the service representative SB1 in the message center MZ. After the fault has been rectified, the service officer SB1 takes a picture of the fault location with his mobile communication ^terminal MG2. The position determination system SAT, IPS determines the location data of the mobile communication terminal MG2 of the service representative SB1. The photo with the corrected fault and the location data of the mobile communication terminal MG2 of the service representative SB1 are sent to the message center MZ as a "ticket completed message" TF.

The server of the reporting center MZ is set up to automatically close the service ticket TF sent back to it after a verification of the fixed fault, wherein the verification comprises a recognized match of the location of the message and the location of the fault clearance. If the message center MZ considers the fault ST to be resolved, a "completed message TC" (ticket closed) is advantageously sent to the user B.

Figure 2 shows a second exemplary arrangement for a Ti ^¬ cketmanagementsystems for the processing of fault or defect messages. The illustration in Figure 2 is an extension of the scenario of Figure 1. In the scenario of Figure 1, the bodies authorized by the control panel MZ Ser ^¬ vice commissioned SBl correct the problem yourself and sends itself a "ticket-done message" TF to the alarm center MZ.

In the scenario according to FIG. 2, the service agent SB1 forwards the received ticket T (for troubleshooting) to a service representative SB2, who then carries out the troubleshooting. This is particularly useful in cases recognized in de ^¬ nen service officer SBl, needed a specialist or an expert (Service Officer SB2) for the rectification of the fault ST.

After the fault has been rectified, the service representative SB2 (eg a specialist) takes a picture of the fault location with his mobile communication terminal MG3. The positioning system satellite, IPS determines the location data of the mobile communica ^¬ tion terminal MG3 the service representative SB2. The photo with the corrected disturbance and the location data of the mobile communication terminal MG3 the service representative SB2 are called "ticket-done message" TF to the control panel MZ gesen- det. If the control panel MZ sees the disturbance ST as fixed at ^¬ is advantageously a "Completed message" TC (ticket closed) sent to user B. The communication links KV1 to KV5 are advantageously radio links (eg mobile radio or satellite radio link). The sent messages TR, TC, T, TF can eg be sent as messenger messages (eg via instant messaging services such as WhatsApp), SMS, or emails. In principle, the messages TR, TC, T, TF can also be sent via social networks (eg Facebook, Instagram,

Twitter), whereby the parties B, MZ, SB1, SB2 have a corresponding account.

3 shows an exemplary flow diagram for a method for operating a ticket management system for Stö ^¬ stanchions,

(VS1) wherein a mobile communication terminal of a Be ^¬ user is configured to report a message regarding a detected fault to a reporting center, wherein the message the location of the fault and one or more recorded by a camera of the mobile communication terminal Fo- tos the fault comprising, wherein the mobile Kommunikationsend ^¬ device is further ^adapted to determine the location of the fault;

(VS2) wherein in the message center based on the Mel ^¬ tion a corresponding service ticket is created;

(VS3) wherein the service ticket is sent from the message center to a mobile communication terminal of a service representative, wherein the mobile communication terminal of the service representative is adapted to receive the service ticket sent from the reporting center ^¬ and output on an output unit;

(VS4), after the malfunction has been remedied by the service representative's mobile communication terminal, the service ticket is sent back to the reporting center, whereby the returned ticket Service Ticket sent includes a photo of the fixed fault and the location of the fault repair.

In principle, the method can be implemented with already existing infrastructure or already existing components. Positioning systems are in principle flächende ^¬ ckend available and indeed within buildings (IPS, WiFi, I-beacons, etc.) and outside buildings (eg Satelli ^¬ tengestützte positioning systems such as GPS). Even mobile communication terminals (eg smartphones, tablet

Computers) are widely used and include camera and positioning mechanisms. The infrastructure of the reporting center, such as server, database can be implemented using standard hardware (eg PC, workstations) or software. The corresponding software (sturgeon app) for the mobile communication terminals can be made available by an app provider and installed eg via an app store by a corresponding download on the mobile communication ^¬ terminal equipment.

The present invention provides i.a. the following advantages:

A cumbersome and expensive notification of a defect often prevents building users from sharing it. With the service app or sturgeon app on the SmartPhone this is very easy and fast done and also makes

Fun. Each user of the facility can simply report the deficiency (also anonymous), without a specialist or representative before has made a picture on site. The responsible service personnel or the FM receives this ticket and sees on the basis of the photo and the description usually immediately, which spare part or consumables he should take. If necessary, you can contact the reporter on site and ask for further details or request further photos. Furthermore, the service person is directed by GPS + IPS directly to the location of the defect. This eliminates the annoying searches, especially in Ortsunkundigen.

This significantly shortens the duration of the deficiency. In particular, however, the labor input and thus the costs of the service personnel are significantly reduced, since also spare parts or consumables can be taken after the photo / image analysis targeted.

Once the work of the service officer may ticket close with a photo of the work done and erledig ^¬ th and a comment. This can then be transmitted to the user / customer or, if necessary, to an insurance company as proof.

A Positioning System (IPS, GPS) helps to reduce the time spent searching for the job site, which significantly reduces the overall service life. In addition, the log can only be completed by the mission and the ticket can be closed if it has been acknowledged with the location coordinates and a photo protocol for the location (geofencing / geocaching). The Ortkoordi ^¬ Naten (IPS, Beacon ID) are to the ticket opening by the reporter (when Bluetooth is switched on) determined and transmitted to the server and thus stored in the log. This verification further enhances service quality.

If it turns out on-site that further expertise is needed to remedy the deficiency, the ticket can be sent with further comments and photos, for example. enriches via the central office or forwarded directly to a ^specialist .

A method and arrangement for operating a ticket management system for faults, wherein a mobile Kommunikationsendge ^¬ advises a user is configured to report a message be ^{¬ a} faulty detected to a reporting center, the message the location of the fault and one or more of comprising photos of the disturbance taken by a camera of the mobile communication terminal, the mobile communication terminal being further configured to determine the location of the disturbance; wherein the alarm unit is basie ^¬ rend on the message a corresponding service ticket ER-; wherein the service ticket is sent from the alarm center to a mobile communication terminal of a Servicebeauf ^¬ tragten, wherein the mobile Kommunikationsendge ^¬ advises the service representative is adapted to receive the service ticket sent from the control panel and output on an output unit; wherein the ticket service is sent back to the signaling center after the disturbance by the mobile communication terminal of Servicebeauf ^¬ tragten, wherein the returned service ticket includes a photo of the resolved interference and the location of the troubleshooting.

Reference sign

SAT satellite

SB1, SB2 service representative

MGI - MG3 Mobile device

GMS building management system

IPS positioning system

MZ reporting center

C cloud

DB database

GB building

ST error

KV1 - KV5 communication connection

TR ticket request

T ticket

TF Ticket Completed

TC Ticket-Closed

QR QR code

VS1 - VS4 process step

Claims

claims

1. A method for operating a ticket management system for faults,

wherein a mobile communication terminal (MGI) of a Be ^¬ user is set up, a message (TR) with respect to a fault is detected (ST) to a control panel (MZ) to report, wherein the message (TR) the location of the fault (ST) and one or more photographs taken by a camera of the mobile communication terminal ^¬ (MGI) of the perturbation (ST) includes fully, wherein the mobile communication terminal (MGI) is further adapted to control the location of the fault (ST) to determine; wherein in the message center (MZ) based on the message (TR) a corresponding service ticket (T) is created; wherein the service ticket (T) of the alarm center (MZ) on a mobile communication terminal (MG2) of a Servicebe ^¬ auftragten (SB1) is sent, the mobile Kommunikati ^¬ onsendgerät (MG2) of the service representative (SB1) einge- to directed is that from the message center (MZ) sent Ser ^¬ viceticket (T) to receive and admit ^¬ on an output unit;

wherein the service ticket (TF) is sent back to the message center (MZ) by the mobile communication terminal (MG2) of the service representative (SB1) after the fault (ST) has been rectified, the returned service ticket (TF) containing a photograph of the fault (ST) being rectified Location of troubleshooting includes.

2. The method of claim 1, wherein the signaling center (MZ) the returned to them Service Ticket (TF) to a Ve ^¬ rifikation of issues disorder (ST) closes, wherein the verification is a match recognized by location of the fault (ST) and place of Includes troubleshooting.

3. The method according to any one of the preceding claims, wherein the message (TR) further comprises: Comments of the user.

4. The method according to any one of the preceding claims, wherein the message (TR) also describes a deficiency state.

5. The method according to any one of the preceding claims, wherein the message center (MZ) analyzes a received message (TR) and based on this analysis, the created service ticket (T) for an indication of required tool and / or an indication of consumables needed and / or a Hin ^¬ oriented on spare parts required, and / or an indication of the required repair time, and / or an indication of a loading constrained specialists (SB1, SB2) is enriched with expertise.

6. The method according to any one of the preceding claims, wherein the location of the message and the location of the troubleshooting determined by a positioning system (SAT, IPS) with the respective mobile communication terminal (MGI - MG3) and the corresponding location coordinates of the installed software application (sturgeon app) to be provided.

7. Arrangement for carrying out a method according to one of claims 1 to 6.

8. ticket management system (MGI) comprises a software application (Sturgeon app) where a mobile communication ^¬ terminal of a user (B), with respect to by which a message (TR) (a fault is detected (ST) or to a lack of a server of a control panel MZ), wherein the message (TR) the location of the fault (ST) or the defect and one or more of a camera of the mobile communication terminal (MGI), wherein the mobile communication terminal (MGI) is further configured to determine the location of the disturbance (ST);

wherein by the server of the reporting center (MZ), based on the message (TR), a corresponding service ticket (T) can be created and on a mobile communication terminal (MG2) of a service representative (SB1) can be sent, wherein the mobile communication terminal (MGI) of the service representative (SB1) is arranged to, from said control panel (MZ)'s Sent service ticket (T) included to catch the position coordinates ^¬ emp and output on an output unit;

wherein the mobile communication terminal (MG2) of the Ser ^¬ vice commissioned (SB1) is further adapted to control the location of the fault (ST) to display and navigate the service representative (SB1) thereto;

wherein after removal of the fault (ST) from the mobile communication terminal (MG2) of the service representative (SB1) the service ticket (TF) to the message center (MZ) is returned, the returned service ticket (TF) a photo of the fixed fault (ST) and the Location of troubleshooting includes.

9. ticket management system according to claim 8, wherein the server of the reporting center (MZ) is adapted to automatically close the service ticket (TF) sent back to him after a verification of the fixed fault, the verification of a recognized match of the location of the message and Location of troubleshooting includes.

The ticket management system according to claim 8 or 9, wherein the location of the message and the location of the trouble shooting are determined by a position determining system (SAT, IPS) with the respective mobile communication terminal (MGI - MG3) and the corresponding location coordinates of the installed software application.

A ticket management system according to any one of claims 8 to 10, wherein the software application (sturgeon app) for sending the message (TR) is installable to the mobile communication terminal (MGI) of the user (B) when needed.