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Status Submitted
Created by Erik Pichette
Created on Feb 4, 2026

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Ability to submit a support ticket directly on the bot’s iPad that automatically logs the issue, triggers an automatic bag pull, and aggregates all required Lokimon and Fleet Admin reports into the Support Log.

We are requesting a new feature that allows operators to initiate a support ticket directly from the bot’s iPad using a simple, user‑friendly form. The workflow would function as follows:

  1. Operator selects “Submit Support Ticket” on the iPad.

  2. A structured form appears with both dropdown selections and an optional free‑text section to ensure both speed and clarity.

  3. Upon submission, the system automatically:

    • Captures the bot’s current status and active error codes

    • Pulls a real‑time Lokimon snapshot

    • Retrieves relevant Fleet Admin logs

    • Initiates an automatic bag pull

    • Compiles all of these into a standardized Support Log package

  4. The complete ticket and Support Log are sent directly into Salesforce, mapped to the correct ticket type and metadata.

This feature provides a consistent, efficient way for operators to report issues while ensuring Support receives a complete set of diagnostic information immediately, reducing triage time and improving overall robot uptime.

Problem/opportunity trying to be solved

Currently, when an operator encounters an issue with a bot, they must submit a support ticket manually through a separate workstation or through a supervisor. This causes delays, inconsistent reporting, and missing diagnostic information. Support must then manually gather Lokimon snapshots, Fleet Admin logs, and bag‑pull history and ask questions via email/support ticket, a process that is time‑consuming and sometimes incomplete.

This manual workflow leads to unnecessary robot downtime, longer resolution times, and a lack of standardized data for troubleshooting. Enabling operators to submit tickets directly on the bot iPad, with automated log collection, would dramatically streamline support, reduce errors, and improve triage accuracy.
Quantify the problem/opportunity

Today, each support ticket can require 5–10 minutes of manual log retrieval and back‑and‑forth between Support and operations. At high‑volume sites generating dozens tof tickets per week, this creates ~4 hours of unnecessary overhead. Missing or inconsistent diagnostic data further prolongs triage and increases the likelihood of repeated issues going unresolved.

Automating ticket creation and log collection on the bot would likely result in:

  • 25–40% reduction in ticket resolution time

  • More consistent and complete Support Logs, reducing diagnostic delays

  • Reduced downtime for bots capable of continuing operation

  • Less workload on Support teams due to fewer follow‑up questions and manual data pulls

These improvements directly enhance throughput and operational efficiency across all Locus deployments.
What is the root cause of the problem/opportunity

The current workflow was not originally designed for on‑bot issue submission. The bot iPad has no integrated mechanism for sending structured support tickets, nor does the ticketing system pull data directly from Lokimon or Fleet Admin. Because the systems are not connected, operators provide varying levels of detail, and Support teams must piece together logs after the fact.

The root issue is the lack of an integrated, automated ticketing workflow between the bot UI, Lokimon, Fleet Admin, and Salesforce, leading to delays and inconsistent support data.
Customer need date Sep 1, 2026
Urgent request No
Report Tag CSM, Data, Deployment, Support
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