Ticket system

Last modified: 17 Oct 2025

About tickets

Tickets are central to O&M processes in VCOM:

• Tickets are created based on alarms. Your alarm preferences must be configured during system setup. See Smart alarms.

• They contain all relevant information for an event, such as device downtime.

• A ticket may contain several alarms with the same root cause.

• The ticket cause helps you to decide whether you need to consider the ticket in reports and yield loss calculations.

• CMMS ONLY Work orders can be assigned to a ticket. Work orders are specific tasks for service personnel. Examples: exchanging or repairing an inverter, cleaning PV modules, etc. See CMMS (Computerized Maintenance Management System).

• PREMIUM PARTNERS ONLY Create scheduled tickets for all your systems simultaneously with Automation.

VCOM procedure from incident to work order

• VCOM logs an Incident when the configured trigger criteria of a specific alarm are met for the first time. When the criteria persist to be met this incident will be updated continuously. Some incidents only occur for a short time and do not require further action. As soon as the trigger criteria are not met anymore, the incident is closed automatically. You can view all incidents in the Incidents portlet.

• An Alarm is only triggered for persistent incidents that still occur after a configured delay period. Unlike an incident, normally an alarm is not closed automatically even if the underlying incident already closed. That is why a new incident of the same type and on the same component will be linked with the already existing alarm without delay. You can view all alarms in the Alarms portlet. To configure auto-close settings for alarms as well, see Smart alarms.

Note

A device error alone, for example, an inverter error, will not trigger an alarm. However, if the inverter is faulty, it will lead to misproduction, which triggers a misproduction alarm, and the inverter error will be linked to that alarm.

• Tickets are created manually or automatically. They can be based on an alarm, originate from an Automation, or be created independently. Group multiple alarms into a single ticket if desired. You can view all tickets in the Tickets portlet. See also Ticket system.

• CMMS ONLY Link Work orders with your tickets and assign them to a technical team. Work orders are specific service or maintenance tasks carried out on site. You can view all work orders in the Work orders portlet. See also Manage work orders.

Ticket causes

A Ticket cause explains reason for an outage. This may be relevant for:

• Performance ratio and System availability: Exclude ticket causes from the calculations.

• OpenOffice reports: If the variables relating to tickets (“Ticket statistics”) are used in your template.

• Automation

VCOM provides standard ticket causes by default, such as Inverter, Cabling, and Operating error. You can view these under Portfolio administration > Customization > Ticket causes. The standard ticket causes can be applied throughout VCOM and are automatically translated to the user’s VCOM language.

Create a user-defined ticket cause

In addition to the standard ticket causes, you can manually create ticket causes that apply to your specific scenario.

Prerequisites

• Service level Premium

• User group Administration

Steps

1. ​At the PORTFOLIO LEVEL, go to Portfolio administration > Customization > Ticket causes.

2. Select New ticket cause.

3. Give the ticket cause a name.

4. Optional: Select New translation to provide your own translations of the ticket cause for users with a different VCOM language setting.

The ticket cause will be displayed in all relevant areas of VCOM.

Further actions

• Edit a ticket cause: Any changes to a user-defined ticket cause will be applied throughout VCOM.