6.2.1 Creating a new Ticket

6.2.1 Creating a new Ticket

The ticket system is accessed from the Workbench:
  1. Access via the menu option: Tickets –> Tickets
  2. Tickets can be created either for a Block or for a Supplier. A Block ticket should be created for any works or activities relating to a specific block; a Supplier ticket will be used to track work that is associated with a Supplier, but is not block specific (e.g. a ticket to track the verification of a supplier's Public Liability Insurance).
  3. All tickets are classified and assigned to an individual employee to action:
    1. Ticket Type – The relevant ticket type description can be selected from the drop-down menu. If this field is left blank then will appear as '--' under the 'Ticket Type' column of the Ticket Summary screen. When a Portal user creates a 'Report a Problem' from their Portal account, it will appear as a new ticket in the relevant Property Manager's Tickets screen and the ticket type description field will be blank. Thus enabling the Property Manager to assign an appropriate Ticket Type to the ticket.  This field can be changed if needed for an existing Ticket.
    2. Unit - When a ticket is created it can be allocated to a unit, though this is not mandatory. If a ticket is allocated to a unit then reporting can be performed in the future to identify all tickets related to a specific unit.
    3. Assigned To - When creating a new ticket from the Workbench, it will default to the person who is creating it OR if it is a new ticket that has come from a Portal user then it will be assigned by default to the Property Manager of the relevant Block. However, Tickets may be re-assigned at any time to other people. 
    4. Ticket Priority - A priority status can be selected from the drop-down menu. If this field is left blank then it will appear as '--' under the 'Priority' column on the Ticket Summary screen.
    5. Ticket Status - the default when a ticket is created is Open.
    6. Ticket Visibility - By default the ticket visibility is 'Unpublished' i.e. the ticket is only visible to your company's employees. If you have subscribed to the Leaseholder Portal then see Section '6.4 Integration with the Leaseholder Portal' to find out more about making tickets visible to leaseholders.
    7. Recurring Ticket - If you mark a ticket as recurring then, when you close (or abort) the ticket you will be prompted to create a copy of the ticket. This is particularly useful when you have any activity that is to be repeated e.g. renewing buildings insurance, arranging an AGM, or undertaking meter readings
Once a ticket is [saved] it will appear on the Ticket List of the person to whom it is assigned. As work is undertaken on the ticket its status can be updated and commentary should be added. Once all work is complete the ticket can be ‘Closed’.



    • Related Articles

    • 6.1.3 Ticket Type

      Tickets created are able to be assigned a Ticket Type description which are set-up and stored in the Agent Preferences area of the Workbench: You can Add your own ticket type descriptions, Edit or Delete default ticket type descriptions and Reorder ...

    • 7.2.1 Creating a new Credit Control Case

      To create a new Credit Control Case: Access via the menu option: Credit Control -> Credit Control Cases Then at the top right of the screen click ‘Create New Case’ A pop-up window will appear where you will need to select some mandatory fields ...

    • 6.1.4 - Ticket Contents

      History A very useful function is the ability to track the historic actions of the ticket. This includes system updates as well as comments. The historic actions are also dated with time and who it was updated by. This is very useful to ensure that ...

    • 3.2.1 Register a new Block

      In Blocks Online, a block relates to a single development that is managed by the Agent. A block typically relates to a single Residents’ Management Company, a Freehold Company or a Right to Manage Company. As a consequence, one block in Blocks Online ...

    • 3.5.7 Tickets

      Accessed via Workbench -> Settings This tab allows you to control the settings relating to the Ticketing module and the Quotation/Work Order settings. Here you can create your own ticket types and then also determine the order it appears when ...