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 Ticket Visibility - By default the ticket visibility is 'Unpublished' i.e. the ticket is only visible to your company's employees.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 Property Portal then see Section '6.4 Integration with the Property Portal' to find out more about making tickets visible to Portal users.
    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’.



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