ExpertViewer FAQs and HowTos: Service Ticket Viewer

Yes. The OPTIME ticket system can send notification emails for ticket actions:

• New ticket: with ticket details, the expert analysis (observation, diagnosis, recommendation) and instructions how to reply
• Ticket updated: with the new log entry, e.g. added expert feedback
• Ticket resolved: with a summary of all entries in the ticket since its creation

The notification emails are sent from a no-reply address - please do not reply directly to the email. To respond, use the reply link in the email or, more conveniently, the Service Ticket Viewer in the ExpertViewer, where you can see the complete history, respond, and attach files.

The ticket notification emails are optional and can be activated individually per OPTIME user account.

Yes. Since the OPTIME TicketViewer is a feature within the ExpertViewer, the software itself must be installed and activated with a dedicated subscription file, even if you only want to work with service tickets.

The process is the same as for the full ExpertViewer:

1. You receive an onboarding email from the Schaeffler OPTIME Team containing the download link and the subscription file (ExpertViewer.subscription). Access to the ticket system is part of your active OPTIME ExpertService contract (proactive or reactive Expert Analysis service).
2. Install the software via the setup wizard.
3. Save the attached subscription file to a local folder (do not drag & drop it directly from your email client), open the ExpertViewer, use the “Change Subscription” function and import the file.

After activation, log in with your OPTIME credentials and open the Service Tickets tab. If your onboarding email does not contain a subscription file (it may have been filtered out by your email security), please contact our support team.

The OPTIME TicketViewer is not a separate application - it is a feature inside the ExpertViewer. The Service Ticket Viewer opens as its own tab within the ExpertViewer and provides the interface for viewing, editing and organizing the OPTIME service tickets created by the Schaeffler condition monitoring experts.

So to use the TicketViewer you simply:

1. Download and install the ExpertViewer from the Schaeffler Download Center.
2. Log in with your OPTIME credentials.
3. Open the Service Tickets tab.

Access to the ticket system requires an active OPTIME ExpertService contract (proactive or reactive Expert Analysis service). Note that using the Ticket Viewer does not require a full ExpertViewer analysis subscription - the ticket functionality is unlocked through your ExpertService contract.

A service ticket bundles all information about one detected anomaly on one asset:

• Ticket details: unique ticket ID, the asset the anomaly was found on (tickets are always created on asset level), timestamp of the detected anomaly and ticket status
• Analysis results: the detailed expert analysis by the certified Schaeffler condition monitoring expert, in text form and with diagrams, plus expert feedback labels
• Schaeffler recommendation: clear maintenance recommendations directly within the ticket
• Ticket log: every action (analysis, recommendation, customer comment, closure) with timestamp and creator - a complete, transparent history of the resolution progress
• Attachments: pictures (asset, sensor position, defects), technical documentation such as drawings or previous reports
• Saving information: documented value of the detection, e.g. Euro/USD saved or hours of downtime prevented
• Ticket rating: on closure, tickets are rated TOP (true positive) or FLOP (false positive)

All communication and maintenance activities related to the anomaly are tracked within the same ticket, so you can always see which anomalies are ongoing, what has been done and how successful the actions were.

The Service Ticket Viewer is available to all customers who have an active OPTIME ExpertService subscription for expert data analysis - either:

• Proactive Expert Analysis Service: certified Schaeffler experts continuously monitor your asset data, create service tickets with analysis results and maintenance recommendations, and
• Reactive Expert Analysis Service: Schaeffler experts analyse your data on demand when you press the “Ask the Expert” button in the OPTIME app; the results are delivered as service tickets.

With an active contract, you can communicate directly with the Schaeffler experts through the ticket system in the ExpertViewer: read and acknowledge messages, reply, attach files such as pictures or drawings, and document achieved savings (prevented downtime, cost reductions).