6.4.3 Tickets created by Leaseholders using 'Report a Problem'
When a Leaseholder uses the ‘Report a Problem’ function in the Portal a ticket is automatically raised in the ticketing system. The leaseholder is required to provide a summary of the problem and a description. A document / photo can also be attached. The leaseholder is also required to give the ticket a visibility of Block, Unit or Management.
The new ticket is given a ticket type of ‘New PM Enquiry’, a priority of ‘Unassigned’. The Property Manager for the relevant block will receive an email informing them that a new problem has been reported and that a ticket has been raised.
When the ticket is first accessed in the ticketing module, the PM or other member of staff is required to allocate a ticket type and give the ticket a priority before any other updates can be made to the ticket. Once this has been competed the ticket is treated in the same fashion as any other ticket.
Leaseholders who have selected to ‘Notify me whenever a problem I have reported is updated’ (the default option) will receive an email whenever the comment is added to their ticket and published. In this way they can receive regular updates on the progress of works or issues they have reported.
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