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Ticket Automations

Overview

Our ticket automations are run via a series of scripts, hosted in the ticket-automation GitHub repository. These run on a regular cron schedule on self-hosted GitHub Runners, through the GitHub Actions workflows set up in that repository. The ticket automations are grouped together by their run cadence (i.e. every 10 minutes, every day, etc).

These automations are built to support our Member Services and Fleet teams.

These automations function by checking the title of previous tickets to determine whether a new ticket is needed. As a result, automated ticket titles should always contain the "key words" specified below to avoid duplication. If those "key words" are removed from the title, then the system will generate a duplicate ticket. The "key words" are not case sensitive. In addition, please do not untag the Trip from a ticket.

Each ticketing group and category are assigned a number for tracking (i.e. 3958).

10 Minute Automations

These workflows run every 10 minutes, starting at 12am CT.

Trip outside of USA

  • Triggered if:
    • A vehicle's GPS location for an ongoing trip is outside the continental United States.
  • Key words: usa, united states, country
  • Priority: Medium
  • Category: Trip to Monitor (3958)
  • Ticketing Group: Member Services (156)

Trip approaching 72 hour limit

  • Triggered if:
    • An Evie trip has been ongoing for 68+ hours.
  • Key words: 72 hour limit, trip approaching, ongoing late, late
  • Priority: Medium
  • Category: Trip to Monitor (3958)
  • Ticketing Group: Member Services (156)

Possible accidental ongoing Evie trip

  • Triggered if:
    • An Evie trip has been ongoing for 8+ hours.
    • There have been no ignition events in the past 8 hours.
    • There is at least one pause or immobilize event recorded.
  • Key words: accidental, ongoing, ongoing trip reminder sent
  • Priority: High
  • Category: Trip to Monitor (3958)
  • Ticketing Group: Member Services (156)

URGENT: Autolock not Engaged

  • Triggered if:
    • The trip has been ongoing for at least 10 minutes.
    • The engine is off, immobilizer is off, doors are closed but not locked.
    • Confirmed by trip events that no pause or immobilize has occurred.
  • Key words: autolock, autolock not engaged, not engaged
  • Priority: High
  • Category: Trip to Monitor (3958)
  • Ticketing Group: Member Services (156)

Electric HC Follow Up

  • Triggered if:
    • The vehicle is a valid Hourcar electric vehicle (Leaf or Bolt).
    • The vehicle status is available (status code 0).
    • The vehicle is not charging.
    • The autonomy percentage is below 90%.
    • There is no open ticket already recorded in the not_charged table.
  • Key words: n/a
  • Priority: Medium
  • Category: Member Follow Up Needed / Electric HOURCAR Charging (6169)
  • Ticketing Group: Member Services (156)

Vehicle is out-of-com

  • Triggered if:
    • The vehicle status is out of service (status code 2) due to out-of-com.
  • Key words: out-of-com
  • Priority: Medium
  • Category: Technology - Vehicle (6961)
  • Ticketing Group: Fleet (153)

24 Hour Automations

These workflows run every day at 6am CT.

Late Trip

  • Triggered if:
    • The HOURCAR trip ended within the past 7 days.
    • The trip ended at least 6 minutes late.
  • Key words: late hourcar trip, late trip
  • Priority: Medium
  • Category: Billing / Late Fee (4012)
  • Ticketing Group: Member Services (156)

Dirty Vehicle Reports

  • Triggered if:
    • The vehicle has received at least 3 dirty reports from at least 2 unique users within a 7 day period.
  • Key words: n/a
  • Priority: Medium
  • Category: Cleaning / Interior (2463)
  • Ticketing Group: Cleaning (150)

Void Ticket Reassignment

  • Purpose:
    • If the ticket is not assigned to a group, then it is reassigned to the Member Services group. No other changes.
  • Key words: n/a
  • Priority: n/a
  • Category: n/a
  • Ticketing Group: Member Services (156)

Moving ONGOING to NEW

  • Purpose:
    • If the ticket has a status of ONGOING and contains the phrase Move to New: YYYY-MM-DD with a date filled in, then that ticket is moved to NEW status on that date. No other changes.
  • Key words: n/a
  • Priority: n/a
  • Category: n/a
  • Ticketing Group: Member Services (156)

Resolving Lost and Found Tickets

  • Purpose:
    • If the ticket has a status of NEW, and it is more than 3 months old, then that ticket is moved to RESOLVED. No other changes.
  • Key words: n/a
  • Priority: n/a
  • Category: Lost and Found (2529)
  • Ticketing Group: Lost and Found (552)

Manual Workflows

These workflows can be run manually when needed.

Batch Ticketing

  • Purpose:
    • This script can batch create tickets, so that they all don't need to be created by hand. For example, this can be used to generate a ticket to keep track of routine tasks for every vehicle.
  • Key words: n/a
  • Priority: n/a
  • Category: n/a
  • Ticketing Group: n/a