Work Ticket Screen

The Work Ticket screen supports the viewing and management of work tickets that are created when an opportunity is won. This screen is available from the following locations:

• From any of the work ticket search lists available throughout Aspire by clicking on a work ticket in the list:
  • The main Work Tickets Search List screen is available in the Aspire Navigation Bar.
  • The OpportunityWork Tickets Search List screen is available from the More drop-down menu on the Opportunity screen.
  • The Scheduling Work Tickets Search List screen is available from the More drop-down menu on the Schedule Board screen.
  • Work ticket search lists are available from various reports.
• From the Schedule Board screen when you right-click on a visit tile and select the Open Work Ticket option.
• From the  Time Entry screen, when you click on a work ticket hyperlink and select the Open Work Ticket option
• The Regarding field identifies a work ticket from the Issue, Email, Task, or Appointment screens by clicking the displayed work ticket hyperlink.
• From the  Home screen click on a work ticket listed in the Recent Activity section.
• Select a work ticket from the expanded list of recent activities available by clicking Recent Activity icon in the Aspire Tool Bar
• From the Search All icon in the Aspire ToolBar by clicking the icon and then typing the letter “t” followed by the work ticket number. When the work ticket displays in the list, click it to navigate to the Work Ticket screen.

Screen Element	Description
Property	Property for which the work ticket is being completed. Provides a hyperlink that displays the Property screen.
Job	Job (opportunity) for the work ticket. Provides a hyperlink that displays the Opportunity screen.
Status	Displays the status of the work ticket. The status can be Open, Scheduled, Pending Approval, Canceled, or Complete. The company may modify the name displayed for any of these statuses on the Work Ticket Status screen.
Crew Leader	This field is initially blank for an open work ticket. You will normally not select a crew leader directly in this field but rather when the work ticket is scheduled on the scheduling board. This field is automatically filled in with the crew leader of the first route to which the work ticket is scheduled. If you select a crew leader on the Work Ticket screen before scheduling, the crew leader field will be replaced based on the route scheduled.
Visits	The visits field shows the number of visits scheduled for the work ticket on the current day or later. It also shows the total number of visits on the work ticket for both visits scheduled in the past and the future. Each of the two numbers is displayed as a hyperlink that, when clicked, displays the Work Ticket Visits screen that lists the visits by date and route. Clicking on one of those visits displays the Visit screen providing details about the visit and allowing you to modify it.
New Visit Icon	The New Visit icon displays the Visit screen allowing you to add a visit to the work ticket. This provides an alternative to adding visits using the Schedule Board screen.
Invoice	Shows the Invoice types of the opportunity service for which the work ticket was created.
Issues	Issues represent problems or questions reported by customers related to the work ticket. This field provides two numbers, one representing the number of open issues (not resolved) and one representing the total number of issues for the work ticket, including both open and closed. Each number is a hyperlink that displays the Work Ticket Issues screen that lists the issues (created date, issue #, status, subject, and due date). Clicking on one of the issues displays the Issue screen providing details about the issue and allowing you to update it.
New Issue Icon	The New Issue icon displays the Issue screen allowing you to add an issue to the work ticket.
Scheduled Date	When Aspire creates a work ticket, it establishes an anticipated start date based on the opportunity’s start and end date, and for contracts, based on the service schedule on which the work ticket is based. The scheduled date is initially the same as the anticipated start date. When you schedule the first visit for the work ticket, the scheduled date is updated to match the date of the visit.
Complete Ticket Form	If a crew leader submits a Complete Ticket form upon completing the work ticket, the Complete Ticket Form field becomes available. If the form was submitted only once for the work ticket, a hyperlink shows the crew leader's name and the response date. Clicking either the icon or the hyperlink shows the crew leader’s form responses. If the crew leader submitted responses to the form for the work ticket on multiple days, the hyperlink will not be displayed. Instead, clicking the icon displays a list of form response dates indicating when the form was submitted and identifying the crew leader on each day. Clicking one of the items in the list displays the screen showing the crew leader's responses on that day.
Attachments	Makes attachments for the associated work ticket available from the work ticket screen.
Hours Section	The Hours section shows the number of hours for the work ticket: estimated, actual, scheduled, and remaining. Estimated based on the opportunity estimated. Actual based on time entered for crew members against the work ticket. Scheduled based on hours for visits scheduled for the current day or in the future. Remaining is (Estimated – Worked). If hours have been worked, the worked hours value is displayed as a hyperlink allowing you to view the Time Entry screen for any day having time logged for the ticket. If all worked time is logged on a single day, clicking the hyperlink displays the Time Entry screen for that day. If the worked time spanned multiple days, then the Worked Hours screen allows you to select the date to display the Time Entry screen. During the lifecycle of the work ticket, the Estimated Hours may be updated via change orders or from the Construction WIP Adjustments Report. Hovering the cursor over the Audit Info icon displays the audit history of the most recent five changes as depicted here.
Cost Section	The Costs section shows the estimated and actual cost for non-labor items (materials, equipment, sub, and others) planned and installed for the ticket. The cost values (even if zero) are represented as hyperlinks. Clicking on any of these hyperlinks displays the Work Ticket Costs screen, which provides information about the non-labor items utilized for the work ticket and shows associated quantities and costs.
+ ADD Icon	At the top of the Cost section, selecting the + ADD button will open the Manage Work Ticket Items screen. This screen has three tabs: Work Ticket Items, Item Allocation, and Vendors & Purchasing. For more information, see Manage Work Ticket Items screen.
Revenue	The Revenue section shows revenue represented by the work ticket. For most invoice types, earned revenue will ultimately equal the revenue budgeted in the estimate. Estimated revenue and invoiced revenue are both shown in the revenue section. For work tickets whose invoice type is time and materials (T&M), earned revenue may not match estimated revenue. For T&M work tickets, calculated T&M revenue and T&M override values are added to that section as depicted below under Revenue Section for T&M Opportunities.
Notes Section	This section provides multiple tabs for displaying all notes tied to the work ticket.
Visit Notes	The Visit Notes tab displays a list of all visit notes that are tied to visits scheduled on the work ticket. Visit notes can be created in Aspire Desktop from the Visits screen, or from the Work Ticket screen in the Crew Mobile App by selecting the Visit Notes button.
Ticket Notes	Ticket-specific notes can be entered. These notes appear in the Crew Mobile App when the crew leader selects the work ticket from the schedule and the Service Notes.
Service Notes	Service notes are initially populated based on the associated opportunity service's value in the Operation Notes field. These notes can be further modified here on the Work Ticket screen. These notes are associated with all work tickets for the same opportunity service and appear in the Crew Mobile App when the crew leader selects any work tickets along with the Ticket Notes specific to a single work ticket. For work tickets tied to multiple service instances on the estimate, there is no way to split the notes back into the opportunity services properly.  The Service Notes are read-only on the work ticket to reduce confusion in these cases.
Work Ticket Activities Section	This section comprises a search list that represents all activities (appointments, tasks, issues, emails, and milestones) tied to the work ticket. New issues can be created by hovering over the New drop-down and selecting the desired activity type from the drop-down.  To support project management, the work ticket activities (except for emails) can be displayed in the Gantt chart available from the Actions menu.
Save	It saves any changes you have made to the work ticket and returns you to the screen from which you selected the Work Ticket screen.
Actions menu	The Actions menu provides actions you can perform for the displayed work ticket based on the assigned permissions.

Revenue Section for T&M Opportunities

The image below shows what the Revenue section of the Work Ticket screen might look like for time and material (T&M) work tickets, as referenced in the table above. The T&M lines are added as follows:

• T&M Calc – Calculated dollar amount based on the number of labor hours (LH) and material cost (MC) combined with T&M Labor Price (LP) and T&M Material Markup (MM) specified on the Service Details screen when creating the estimate. The calculation is as follows:
  (LH * LP) + (MC + (MC*MM) )
• T&M Override – When you complete a time and materials work ticket, Aspire allows you to override the calculated dollar amount to charge the customer. If you choose to do that, the override value is displayed here.

Actions Menu

Menu Option	Description
Override Total Cost	Choosing this option allows you to override the overall cost of the work ticket that Aspire calculates based on the estimated labor and materials. The option is available if the work ticket status is Open or Scheduled, the work ticket cost does not currently have an override, and you have Override Total Cost permission.
Undo Override Total Cost	The Undo Override Total Cost option allows you to undo a previous override of the overall cost of the work ticket. The option is available if the work ticket status is Open or Scheduled, the work ticket cost has an override cost, and you have Override Total Cost permission.
Complete	The Complete option allows you to complete the work ticket. The option is available if the work ticket status is Open or Scheduled and you have been assigned the Complete Work Ticket permission. Users must also have one of the following permissions: Read-Only Access to the Scheduling Board or Full Access to the Scheduling Board.
Uncomplete	The Uncomplete option allows you to return a work ticket to Open status. It is available if the work ticket is in Complete or Pending Approval status, you have Complete Work Ticket permission, and there are no invoices against it.
Cancel	The Cancel option cancels a work ticket. This menu option is available if the displayed work ticket is not in a Complete status, the work ticket invoice type is not Fixed Price on Payment Schedule, Fixed Price on Completion, or Fixed Price Open Billing, and you can cancel tickets. You can cancel tickets if you have either Cancel Opportunity/Work Ticket permission. If you cancel a work ticket on a Fixed Payment contract, you will be prompted to update the payment schedule to adjust for the canceled work ticket.  You must choose and confirm a Canceled Reason when the Require Reason for Work Ticket Cancellation feature is checked.
Uncancel	The Uncancel option reversed the cancellation action of a work ticket that was previously canceled. This menu option is available if the displayed work ticket is in the Cancelled status, the work ticket invoice type is not Fixed Price on Payment Schedule or Fixed Price Open Billing, and you can uncancel tickets. You can uncancel tickets if you have either Cancel Opportunity/Work Ticket permission. For systems set up to adjust revenue variance, when choosing the “Uncancel” option from the Work Ticket screen, if a revenue variance adjustment exists for the opportunity, division, branch, and contract year that matches the work ticket, Aspire will display the message at right and prevent the work ticket from being uncanceled.
Delete	The Delete option allows you to delete unnecessarily created As Needed tickets. If the work ticket is not based on an As Needed opportunity service, Aspire will not delete the work ticket. The Delete option is only available if you have Delete Work Ticket permission.
Approve	The Approve option approves a work ticket whose status is Pending Approval. Work tickets enter the Pending Approval status if their associated service is marked as Requires Approval on the Service screen in System Admin. The Approve menu option is available if the displayed work ticket is pending approval, and you can approve work tickets. You can approve work tickets if one of the following is true: You have greater authority (smaller role value) than the person who put the work ticket into Pending Approval status as determined by role hierarchy value in the role to which you have been assigned. Their role value must be smaller than that of the property account owner. (Roles screen) You have Approve Work Ticket permission.
Recurring Schedule	The Recurring Schedule option displays the Job Service Schedule screen allowing you to establish or modify the recurring schedule associated with the displayed ticket and other occurrence tickets for the same service. The option is always available on the Actions menu.
Create Receipt	Displays the Manage Work Ticket Items Screen, allowing you to manage Vendors & Purchasing and create a purchase receipt for items on the work ticket. This option is only available if you have the Add Receipt permission.
Swap Work Ticket Data	The Swap Work Ticket Data option allows you to reassign data from the current ticket to another if data was mistakenly entered on the wrong ticket. To use this option, both tickets must be in Open or Scheduled status, and the target ticket cannot be an indirect work ticket. This option is only available if the displayed ticket is not marked Complete or Cancelled, and you have System Admin permissions. Additionally, it is unavailable when accessing the Work Ticket screen through the Time Entry screen. When you select this option, Aspire displays a list of eligible work tickets, allowing you to choose the target ticket for data reassignment. Aspire prevents data transfers to internal work tickets. After you select the target work ticket, Aspire opens the Select Work Ticket Data dialog, listing only the data types applied to the source ticket. To maintain job inventory accuracy, when moving costs from a work ticket tied to a job inventory purchase receipt, all cost types on the purchase receipt will transfer to the target ticket—even if some cost types are not selected.
Partial Occurrence	For work tickets whose invoice type is Per Service, this option allows you to specify the percentage of work completed to reduce budgeted revenue for the work ticket and, thus, the amount the customer will be invoiced. Proportionally adjusts estimated cost, estimated labor hours, and materials. The option is available if the displayed work ticket is incomplete, the work ticket is invoiced per service, and you have Partial Occur or System Admin permission. If a crew member or subcontractor has provided a partial completion percentage from the Crew Mobile App or the Subcontractor Portal, their value is displayed on the Work Ticket screen to provide guidance when office staff enters the partial completion percentage. This is commonly driven by snow. For example, if it starts snowing in the middle of the day, crews can’t plow the whole lot because it is full. You might choose to specify the percentage of the job that the crew was able to complete to reduce customer billing accordingly.
Edit Earned Revenue	The Edit Earned Revenue option allows you to modify the earned revenue for the displayed ticket to more closely match reality than the formula used by Aspire (Actual Cost / Estimated Cost). If you edit earned revenue for a work ticket, the work ticket will no longer accumulate earned revenue based on adding work hours or materials to the work ticket. The earned revenue is “locked-in” until the work ticket is completed, when all remaining available revenue is earned. The option is available if the displayed work ticket is not canceled and you have Edit Earned Revenue permission.
Edit Budgeted Hours and Revenue	The Edit Budgeted Hours and Revenue option displays the Budget Hours and Revenue Editor screen, allowing you to adjust estimated hours or revenue dollars associated with other work ticket occurrences for the same service. The purpose is to redistribute the hours on multiple work tickets for a single recurring contract service if, for instance, the service requires more labor time in one month than in another. The option is available if the work ticket is open or scheduled and you have Edit Budgeted Hours and Revenue permission.
Print	The Print option generates and displays a work ticket PDF of the displayed ticket for printing or saving. You can select the format of the PDF file based on any work ticket layouts you have established for the company. This option is always available on the Actions menu.
View Gantt Chart	Aspire provides the ability to display Gantt charts that represent an overview of work performed on work orders and work tickets. This option displays the Gantt chart for the work ticket.

Budget Hours and Revenue Editor Screen

You can modify Budgeted Revenue or Budgeted Hours for work tickets with Open or Scheduled status. Red triangles in the corner of some entries indicate that the values have been changed since entering the screen.

Complete Ticket Form Responses Screen

This screen appears when you click the Work Ticket Form icon or hyperlink on the Work Ticket screen. It shows the form prompts and responses provided by the crew leader upon completing a work ticket whose service has a form defined.

Manage Work Ticket Items Screen

The Manage Work Ticket Items screen in Aspire offers three tabs to efficiently manage work ticket details: Work Ticket Items, Item Allocation, and Vendors & Purchasing.

You can access the Manage Work Ticket Items screen by selecting: 

• The + ADD button in the Cost pane on the Work Tickets screen. This defaults to the Item Allocation tab of the Manage Work Ticket Items screen.
• The Materials, Equipment, Sub, or Other hyperlink from the Cost pane. This defaults to the Work Ticket Items tab. 
• Create Receipt from the Actions Menu on the Work Ticket screen. This defaults to the Vendors & Purchasing tab. 

Each tab provides specific functionalities: the Work Ticket Items tab provides information about the non-labor items utilized for the work ticket with associated quantities and costs. Line items representing the individual items can be expanded to show additional information about their allocation from purchase receipts or inventory. The Item Allocation tab allows for inventory management and item allocation, and the Vendors & Purchasing tab facilitates vendor assignments and the creation of purchase receipts. This comprehensive guide explains each tab's elements and their functions.

Manage Work Ticket Items screen on the Work Ticket Items tab

The following table describes the screen elements on each tab.

Work Ticket Items Tab Color Coding

Substitute Items modal

The Substitute Items modal is the main interface for performing item substitutions, allowing you to replace work ticket items within the same branch and category. Access this modal from the Bulk Actions menu on the Manage Work Ticket Items modal and the Purchasing Assistant screen. 

Pre-requisites:

• You must have the Make Item Substitutions purchasing permission enabled.
• The work ticket status must be open or scheduled to substitute its items.

The screen elements of the Substitute Items modal are described in the following table:

Once you save a substitution, a green double-arrow icon appears for substituted items in the item display column. Select the icon to open the Substituted Item History modal.

Substitute items error handling

The Substitute Items modal displays specific messages when an item cannot be substituted due to one or more of the following conditions:

• The item is partially or fully allocated.
• The item has been partially or fully received on a purchase receipt.
• The work ticket status is Completed or Pending Approval, so substitution options are unavailable.

Additionally, a notification displays if attempting to substitute a one-time item that is not in the catalog. For items with higher costs than the original, you receive a confirmation message before proceeding.

Substituted item history modal

The Substituted Item History modal displays detailed information for each item substitution, including the substitution date, original item, original cost, substituted item, and updated cost. You can access this modal by selecting the green double arrow item substitution icon from the following screens:

• Manage Work Ticket Items modal
• Purchasing Assistant
• Daily Plan Report (including the Work Ticket Details screen)
• Work Ticket Item Sourcing Report (WTISR)

This feature maintains a detailed log of each substitution, including the date, user, original item, previous cost, substituted item, and any associated cost changes. This comprehensive record ensures transparency and traceability for all substitution activities.

Keep in mind:

• Item Retention on Contracts and Work Orders: The original items remain visible in the estimate, even after substitution. For example, if mulch is substituted with compost, mulch will still appear in the estimate. When you create a change order to add more mulch, the system knows compost was the substitute, so the order automatically applies to compost.
• Irreversible substitutions: Once a substitution is made, it cannot be undone. If pansies were swapped for daisies, re-adding pansies requires you to create a change order and select Separate Work Ticket to start fresh with the original item. This rule ensures substitutions are applied consistently in records for contract and work orders.

Cost/Price Updates:

• Substituting a less expensive material, like daisies for pansies, is straightforward. However, substituting to a higher-cost item will trigger system notifications:
  • For example, if you substitute pansies with roses (a more costly option), the system will notify you of the cost increase and prompt for confirmation before saving.
  • For time-and-material (T&M) invoice types, both the Cost and Price will adjust accordingly, whereas for other invoice types, only the Cost will update.