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Managing Tickets on a KMS Screen

Kevin U
  • Updated

Opening a KMS Station Screen

  1. Tap KMS Station Screen.
  2. Tap the meal assembly area.
  3. Tap the production station to view its tickets. 

KMS_station_screen1.png

Viewing Tickets

Oldest tickets are on the left of the screen and newest tickets are on the right of the screen. 

KMS_station_oldest_newest_bubbles.png

Ticket Color Definitions

The type of order is identified by color: 

  • Brown - To Table 
  • Blue - In Room 
  • Green - To Go and Pick Up*
  • Purple - Delivery
ticket_colours.png

*To Go orders are taken for instant order (IO) and advanced orders (AO) from the Touch app; Pick Up orders are taken from the POS and the Portal app. 

Modifiers 

If an item presents with modifiers (e.g., condiments for a hamburger), then it may be that the modifier has been configured to be highlighted with a specific color, as per screenshot below. 

modifier_colors.png

The available colors to apply to a modifier (as per examples in screenshot below) are as follows:

  • Teal
  • Green
  • Purple
  • Blue
  • Pink

modifier_colors2.png

If wanting to configure modifier colours for advanced orders (AO) or instant orders (IO) placed via the Touch App (aka Smart Service), see Modifiers for IO and AO Orders in the Touch App.

If wanting to configure modifier colours for paid orders taken via a POS location, see Creating Modifier Prompts (i.e., Forced Modifiers).

Changing Layout of How Tickets are Displayed Onscreen

There are two options that determine how tickets are displayed onscreen: 

Static - one ticket is displayed per column, as per screenshot below. Tap the Static button at bottom of the screen (indicated in screenshot below) to display the static layout. 

static_layout.png
 

Dynamic - tickets are dynamically adjusted and split to fill in a whole column. Tap the Dynamic button at the bottom of the screen (indicated in screenshot below) to display the dynamic layout. 

dynamic_layout.png

Hiding/Showing Details on a Ticket via the Display Settings

You can hide/show certain details on a ticket, which will increase or decrease the ticket size accordingly. 

The example ticket on the left shows a ticket with the maximum details that can be shown. The example ticket on the right shows a ticket with the minimum details that can be shown. 

maximum_details.png     minimum_details.png

The details that can be hidden/shown on a ticket are as follows:

  • Order Number
  • Server Name
  • Meal Period
  • Delivery Time
  • Location Details
  • Display Notes
  • Display Portion Size
  • Hide Regular Diet Orders

Note:  Allergen and Diet Interventions only display if there are any.

To hide/show details on a ticket, complete the following steps:

  1. At the top of the screen, tap Tools > Display Settings (first screenshot below). The Display Settings window appears (second screenshot below). 
    display_settings.png
    display_settings_screen.png
     
  2. Tap the Card button. 

    display_settings_all_selected.png
     
  3. From the available list of ticket details, select or deselect the details you want. As you make a change, the example ticket on the right updates automatically to preview how the ticket will appear. 

    display_settings_none_selected.png

Viewing Tickets with Meal Courses Enabled in the POS

If meal courses are enabled in the POS (see Enabling Meal Courses in the POS), then each course displays as an individual ticket with the course number (1, 2, 3) below the diner name, as per screenshot below. 

meal_courses.png

If the POS operator taps the Fire Table button on the Table Overview screen, then each course is its own ticket, with the items listed for each seat. 

fire_all_meal_courses.png

Viewing Tickets by Table/Seat Order (Option)

When tickets come into KMS, they can be sorted in the order of table/seat rather than sorted in the order the tickets are received. For example:

  • Table 5, Seat 1
  • Table 5, Seat 2
  • Table 6, Seat 1
  • Table 6, Seat 2
  • Table 6, Seat 3

To enable this option, please reach out to MealSuite Support. If you are MealSuite Support, see the following internal article to enable the option: Grouping KMS Tickets by Table (INTERNAL).

Recalling the Last Bumped Ticket

You can recall the last ticket you bumped by tapping the Recall button at the bottom of the screen. 

recall_button.png

The recalled ticket is placed to the right with a new timer. Note that for the first 10 seconds the recalled ticket appears as a light blue colour to indicate that it is a recalled ticket. 

recall_ticket.gif

Note: If the food preparation station of the touchscreen also supports a printer, then the recalled ticket will also reprint at the printer. If the Print Preference setting for the station is Print Immediately, the ticket will print when recalled. If the Print Preference setting for the station is Print on Bump, the ticket will print when it is bumped from the screen. 

Recalling a Bumped Ticket from Past 24 Hours

A bumped ticket from the past 24 hours can be recalled. To recall a bumped ticket:

  1. At the top of the screen, tap Tools > Lookup Items (first screenshot below). The Lookup Item window appears (second screenshot below).  
    lookup_items.png

    lookup_items_screen.png
     
  2. In the Search field, search for the ticket by diner, order number or room, and then tap the Enter button. You can further filter by meal type (Breakfast, Lunch, Dinner) via the Meal Type filter on the right. 

    find_ticket.png
     
  3. Tap the Recall button, tap OK to the success message, and then close the Lookup Items window. 
  4. The recalled ticket is placed on the right of the screen with a fresh timer.

Note: If the food preparation station of the touchscreen also supports a printer, then the ticket will also reprint at the printer when recalled. If the Print Preference setting for the station is Print Immediately, the ticket will print when recalled. If the Print Preference setting for the station is Print on Bump, the ticket will print when it is bumped from the screen. 

Viewing Upcoming Items that have been Ordered but not yet Fired from a POS Station or Portal App

If items have been added to an order taken in a POS station or the Portal app, but the order has not yet been fired, then those items are available to be viewed on the KMS station screen. To do so:  

  1. At the bottom left of the screen, tap Current Orders > Upcoming Items.

    upcoming_items.png
     
  2. Items in a POS order that is not yet fired are identified as Next Up.  
     
    upcoming_orders.png

    Note: The Upcoming Orders screen refreshes every 30 seconds, with the timer displayed at top right.
    upcoming_orders_timer.png

Viewing Upcoming Orders (and Firing Tickets Early if Needed)

You can view future orders within four hours of their service time, and fire tickets early if needed. To do so:

  1. At the bottom left of the screen, tap Current Orders > Upcoming Orders - Not Fired.

    upcoming_orders_not_fired.png
     
  2. Orders not yet fired within four hours of their service time are listed on the left within their assigned waves. Tap a wave to see the future orders. For a future order, you have the option of firing it now by tapping the Fire Ticket Now button.

    future_order3.png
     
  3. The tickets in a currently-viewed wave can be fired at once by tapping the Fire Wave Now button. 

    fire_whole_wave.png
     
  4. Or, to fire multiple but not all tickets in a wave, tap a ticket to select it, and then tap the Fire Select Tickets button. 
    multiple_fire.png

Bumping All Tickets

To bump all tickets off the screen:

  1. At the bottom of the screen, tap Bump All. 

    bump_all.png
     
  2. A confirmation message appears. 

    bump_all_warning.png
     
  3. If your station is associated with a printer, you can tap the Clear & Print option to print all the onscreen tickets and clear them from the screen. To just clear the screen and not print the tickets, tap the Clear option. 

Reprinting a Past or Failed Print Job at KMS Printer

There is the ability to access your KMS station printers and reprint any past or failed print jobs of production tickets for the the past 14 days. 

  1. Open a KMS station screen.
  2. At the top of the screen, tap Tools > Manage Printers (first screenshot below). The Printer Management screen appears, listing the KMS printers (second screenshot below). 

    manage_printers.png

    touch_app_printers.png
     
  3. Select the desired printer to open its past print jobs. 

    kitchen_printer.png
     
  4. From the Type drop-down, select the type of print jobs you want to display onscreen:
  5. Locate the job you want to print. Use the page navigation tools as needed. You can sort the Date/Time in ascending or descending order.
  6. For the job you want to print, tap its Reprint button. A confirmation message appears.

    confirm_reprint.png
     
  7. Tap Reprint to reprint the job. 

About an Expo (Expeditor) Station

If a station is an expo (expeditor) station, then note the following:

  • Bumping a ticket off its screen also removes it from other station screens.

    expo_bump.png
     
  • When a ticket is bumped from another station screen, the items in the expo station ticket are highlighted green. 

    expo_green_items.png

Clearing Tickets from a KMS Station Screen (via Touch Admin)

In the Touch Admin software, you can force clear the tickets from a KMS station screen by completing the following steps:

  1. In Touch Admin, click KMS Locations. The KMS Locations screen appears.

    KMS_locations.png
     
  2. Click the Manage Stations button for the KMS location. The stations for the KMS location are listed. 

    food_prep_stations.png
     
  3. Click the Clear Screen button for the appropriate station. The following confirmation message appears at the top of the screen: “All orders completed and removed from KMS screen.”

Timeout Setting for a KMS Screen

The timeout setting for a KMS is set in the permissions profile that is assigned to the Touch app user who accesses the KMS screen. The timeout settings can be configured by MealSuite Support. If you are MealSuite Support, see the following internal article: Managing Touch App Permission Profiles (INTERNAL).

FAQs: Ticket Display

An item is not showing on a KMS ticket?

If there is more than one KMS food preparation station, it could be that the production area that the menu item is assigned to is itself not assigned to the KMS food preparation station that is displaying the ticket (i.e., the menu item is appearing at another KMS food preparation station). 

Note that if an item is not assigned to a production area (via the Core system), or the item is assigned to a production area but that production area is not assigned to a KMS station (via the Touch Admin software), then by default the KMS station that is configured as the Default Fallback Station will display items that fit those conditions. 

My non-produced items are being displayed on tickets? How to I prevent non-produced items from displaying?

This most likely indicates that the the non-produced items are automatically being sent to the KMS station that is designated as the default fallback station. For more information and steps on how to prevent non-produced items from displaying, see Preventing Non-Production Items going to the KMS.

How are items sorted on an onscreen ticket?

Items in the ticket are displayed at random and do not follow the menu item sort order in the core system. However, if the Force Entree to be at top of ticket when present option is selected in the KMS configuration, then items in the Entree menu category will display at the top of the ticket. 

Also note that if meal courses are enabled, the items will present in their assigned meal course, and will be sorted in a meal course by the order in which the items were added to the order by the POS operator. 

Can I have multiple meal courses display on one KMS ticket?

No. When meal courses are enabled in POS, each course will display as an individual ticket.

meal_courses.png

Everything is showing on my Expo screen. I only want specific items displayed.

This indicates that the expeditor station is not configured to filter items by production areas, and therefore shows items from all production areas. To have the expeditor station filter by production areas:

  1. In the Touch Admin software, open the expeditor station.
  2. Select the If an EXPO, filter by production areas? option.
  3. Select the production areas to assign to the expo station to determine what items the expo station displays. 
  4. Click the Update Expo Station to apply your changes. 

    expo_filter_option.png

Does a resident's residence area details (e.g., room number) appear on a KMS screen ticket?

If the ticket is an in-room order, then yes, the resident's residence area details appear on a KMS screen ticket. 

room_delivery.png

Why are regular diet orders not displaying on tickets?

In the Display Options (see above), there is the option Hide Regular Diet Orders. If this option is enabled, then regular diet orders do not display on tickets. 

Why aren't any diet orders displaying on tickets?

This means in the KMS station settings (managed in the Touch Admin software), the Do not display Diet order on KMS screen or printed tickets check box is selected. Clear this check box to have diet orders display on tickets. See Editing a KMS Food Preparation Station to access KMS station settings. 

Why are portion sizes not displaying on tickets?

This means that in the KMS station settings (managed in the Touch Admin software), the Do not display portion size on KMS screen or printed tickets check box is selected. Clear this check box to have portion sizes display on tickets. See Editing a KMS Food Preparation Station to access KMS station settings. 

Why does the server on the ticket say "Auto Generated"?

When the server on a ticket is "Auto Generated" (as per screenshot below), it indicates that the resident/patient is on the advanced order (AO) service type, but did not place an order for the meal period. When a resident/patient does not place an advanced order for a meal period, the system automatically places an order for them using the system item selection logic. For these automatic orders, you can enable the system to automatically generate a ticket on the KMS (click here for more information), and if so, then the text "Auto Generated" is displayed on the ticket. 

auto_generated.png

FAQs: Ticket Firing

A ticket is not being sent to the KMS? A ticket/order is not displaying onscreen?

  • If instant orders (IO) are not showing on your KMS screen, this is most likely because the server is not selecting the correct KMS location when setting up instant ordering in the Touch app. The KMS location is selected in the Select Meal Assembly field (screenshot below). Communicate with your servers to ensure they choose the correct location. If needing to change the name of the KMS location to something more recognizable for your servers, see Editing a KMS Location. 


select_correct_KMS.png

Can an advanced order (AO) be manually fired (to appear onscreen) ahead of its scheduled firing time?

Yes, From the KMS station screen, you can view future advanced orders within five hours of their service time, and fire early if needed. See Viewing Future Orders (and Firing Tickets Early if Needed).

In addition, in the Touch Admin software, you have the ability to view existing advanced orders that have not yet been fired, and to fire them manually in the order you desire. To do so see Viewing Future Advanced Orders and Firing Early if Needed (via Touch Admin Software).

Can an advanced order (AO) be autogenerated (i.e., fired) the day before its service date?

An advanced order is fired to the KMS (to appear onscreen) based on a schedule determined by the preparation time set in the system and the service times (aka meal times, waves) selected by the user on the front-end ordering apps (Touch app, Portal app). These preparation times do not allow the advanced order to be fired the day before its service date. 

However, in the Touch Admin software, you do have the ability to view existing advanced orders that have not yet been fired, and to fire them manually the day before their service dates. To do so see Viewing Future Advanced Orders and Firing Early if Needed (via Touch Admin Software).

After advanced orders (AO's) have been placed, is there a method to determine how the advanced orders are fired to the KMS (to appear onscreen), such as by room number?

No. By default, an advanced order is fired to the KMS (to appear onscreen) based on a schedule determined by the preparation time set in the system and the delivery/pickup time selected by the user on the front-end ordering apps (Touch app, Portal app).

Multiple orders within the same delivery/pickup time are organized by the order in which they were received, from left (oldest ticket) to right (most recent ticket), using the timestamp associated with a ticket. The system cannot be configured to determine how advanced orders within the same delivery/pickup time are fired to the KMS. 

However, in the Touch Admin software, you do have the ability to view existing advanced orders that have not yet been fired, and to fire them manually in the order you desire. To do so see Viewing Future Advanced Orders and Firing Early if Needed (via Touch Admin Software).

Can an item from the POS be refired?

An item that is fired from the POS cannot be refired. On the KMS station, you can recall the last bumped ticket to which the item belonged (see Recalling the Last Bumped Ticket above) or recall a ticket from the past 24 hours (see Recalling a Bumped Ticket from past 24 hours above). 

What should a POS operator (i.e., server) do if a customer changes their order after the ticket has been fired? 

If a customer changes their order after the ticket has been fired, the POS operator (i.e., server) can void an item or the entire ticket.

However, voiding does not automatically cancel the ticket on the KMS screen or printer. Therefore the POS operator must verbally inform the kitchen staff about the voided item(s) or ticket. 

Why is a ticket prioritized?

When an advanced order is taken on the Touch app, the server has the ability to "prioritize" the ticket by selecting the Priority check box (screenshot below). 

priority_check_box.png

When a ticket is prioritized, it displays with the text Priority in a flashing yellow banner at the top of the ticket. 

priority.gif

FAQs: Ticket Bumping

What happens if a ticket is not bumped from the KMS?

If a ticket is not bumped from the KMS after 48 hours, the system will mark it to be automatically bumped. The automatic bumping of unbumped tickets occurs at 1:00 AM.

Hence, depending on the 48-hour mark in relation to 1:00 AM, an unbumped ticket will be automatically bumped anytime just after 48 hours to just before 72 hours. 

Is there a way to view a history of orders that were left open (i.e., unbumped)? For example, open orders from a week ago?

No. At this time there is no means to view a history of orders that were left open (i.e., unbumped)? 

Does voiding an item or a whole order automatically cancel the item/ticket on the KMS?

No. Voiding an item or the whole order on the POS does not automatically communicate the change on the KMS to cancel the ticket. The POS operator (i.e., server) will need to verbally inform the kitchen staff about the voided item(s) or ticket. 

FAQs: Ticket Sort Order

Why aren't my tickets displaying in the order that they were fired? / Why are my tickets being sorted by table/seat order instead of time received? 

This most likely means that the KMS is configured to group the KMS tickets by table, which means the tickets are sorted in the order of the table/seat rather than sorted in the order the tickets were received.

Confirm with MealSuite Support if the Group KMS Tickets by Table function is enabled, and have them disable it if needed. If you are MealSuite Support, see the following internal article for information: Grouping KMS Tickets by Table (INTERNAL).

I have meal courses enabled; why are the course tickets not in order (e.g., course 2 is before course 1)?

This is a current known issue that will be addressed in the future. The issue can occur when a Fire All is done by the POS operator that simultaneously sends each course to the KMS.  

What is the sort order logic to display tickets onscreen?

For instant ordering, tickets display in the order in which they are fired. 

For advanced ordering, tickets display according to the service interval increment selected by the user placing the advanced order in combination with any preparation time that is configured for the meal period. For advanced orders with the same service interval increment and meal period, the sort order will be random. 

FAQs: Ticket Notes

Do service notes (i.e., daily notes and meal-specific notes) for a resident/patient profile appear on an onscreen KMS ticket?

Yes. Service notes (i.e., daily notes and meal-specific notes) for a resident/patient display on an onscreen KMS ticket. 

service_notes.png

Note that if your Display Settings are set not to display notes, then the Notes section appears on a ticket instead, as per screenshot below. Tapping the Notes section display a pop-up of the notes.  

notes_no_display.png

Do profile notes for a resident/patient profile appear on an onscreen KMS ticket?

Yes. Profile notes for a resident/patient display on an onscreen KMS ticket. 

Note: An internal setting must be enabled by MealSuite Support to allow for profile notes to appear on a KMS ticket, both onscreen and printed. If profile notes are not appearing on the ticket, it most likely means this internal setting is disabled. Please reach out to MealSuite Support to enable the setting. If you are MealSuite support, see the following internal article: Including Profile Notes on Touch App Ordering Screen and KMS Tickets.

profile_notes.png

Note that if your Display Settings are set not to display notes, then the Notes section appears on a ticket instead, as per screenshot below. Tapping the Notes section display a pop-up of the notes.

notes_no_display.png

Does a personal note added to a menu item (i.e., item note) appear on an onscreen KMS ticket?

If the order is taken from the Touch app (i.e., an AO or IO order), then yes, a personal note that was added to a menu item (i.e., a note added via the resident's personal menu in the Core system) will appear on an onscreen KMS ticket, as per example screenshot below. 

personal_note.png

If the order is taken from the POS, then no, a personal note will not appear on an onscreen KMS ticket. However, an item note that is entered by the POS operator will appear on an onscreen KMS ticket

Do server notes entered for the order in the Touch app appear on an onscreen KMS ticket?

Yes. Server notes entered for the order on the Touch app appear on an onscreen KMS ticket, as per screenshot below. 

server_note.png

Does an item note entered on the POS appear on an onscreen KMS ticket?

Yes. An item note entered on the POS appears on a KMS ticket. 

item_note.png

Does a ticket note entered on the POS appear on an onscreen KMS ticket?

Yes. A ticket note entered on the POS appears on a KMS ticket. 

POS_ticket_note.png