FAQ: How to Create a Maintenance Ticket
Open a new maintenance ticket short video:
More detailed steps to create a new maintenance ticket, create and send a job card and its process are as follows:
Step 1 - Select Tickets from the main menu
Step 2 - Click on the New Ticket button
Step 3 - Complete the fields on the New Ticket form as shown below and then click Next
- Property - click in the text box and start typing the first letters of the property name. When it appears, select that property
- Tenant - select the current tenant for this property
- Priority - set the priority for this ticket to either High, Medium or Low.
- Phase - set the ticketing phase to the appropriate stage of where the ticket is in the process
- Assign to - the ticket has to be assigned to a specific user, who will be responsible to manage this ticket, click to view all users in the drop-down list
- Reporter - select the person who reported the issue by using the drop-down option list
- Report method - select the communication method that was used by the reporter
- Select Service Provider - select the preferred service provider for this ticket
- Issues - load the relevant issues that need maintenance on this particular property - Enter item name, location within the property and action required
- Description - describe what was reported, this is optional, this can include any relevant important information.
- Create Issue - Click on the create issue line to load the issue on the ticket
Step 4 - Select the person/s to be notified from the options below and click Create Ticket. The ticket will be created and displayed in the Ticket List.
If selected a Ticket Opened Notification will be sent to the selected parties, which keeps all parties informed, providing great communication. These notifications can be automated under Ticket Settings.
Example of the email that is sent out.
Step 5 - Click on the View button of the Ticket record to open the Ticket Dashboard.
Step 6 - Ticket dashboard
Property note - if this particular property has a note saved, it will appear next to the property name, you will see a text link icon of the note. To view, it hover over the icon. (this will also appear in the ticket creation window)
Info - Ticket information panel - here you will set the Next Reminder and the Ticket Phase during the life span of the ticket
Your Ticket Story - this tells the story of every step that has been taken during the continuous process of fixing this issue until it can be finalized and closed. This is also helpful when a colleague needs to help out another, they can very easily catch up and provide feedback to the landlord or tenant.
Issues - There is the recorded issue on this ticket for this property. Within each issue, the required Action can be set
Add issue - an additional issue can be added to this ticket.
All Activities - this is n filter that can be used to see specific data within the ticket story
Close ticket - once this job has been completed, close the ticket
New Email / New SMS - here a new email or sms can be compiled and send to the tenant, landlord or service provider
Job Card - here the job card (pdf document) will be created and sent via email directly to the service provider
Options - here you will find the 'quotes & invoices', change property, archive and delete option
Unresolved / Resolved - the ticket will be Unresolved until you Resolve the ticket by selecting that option and the prompt yes.
New Note / Activity - these are notes or activities that can be logged and added to the tickets story. There are pre-fixed options to use or just start typing and type your own note.
Still on the Ticket Dashboard - this shows the content of each of the Icons
Suitcase - Service provider information, here you can view their contact information, add the invoiced contractor value and payment responsibility. Or even Change the Service Provider to a different one.
Contacts - here you are able to view all contact information to the related parties of the tickets and its property
Document folder - this is where the Job card will be saved after it has been created. From here you can click on the Email option and send it to the landlord or tenant to keep them in the loop if needed. If a reply email is sent to the system that is linked to the ticket (TR2) the quote or invoice attachment will also be found here. The Click to upload document is available to add a document from your computer folder of anything that is relevant to this ticket. This enables you to store all your data in one place.
Step 7 - From the Job Card drop-down menu, select Create
Step 8 - Set the default Communication flags by selecting the required options on the Compile Job Card form below. Then click Generate to compile the Job Card.
Step 9 - The Job Card will be displayed (see example below) and stored under the documents panel of the Ticket. Confirm that the information is correct. If you want to make changes, you can just edit the information and generate the Job Card again.
Step 10 - Click Send on the Job Card drop-down list as shown below to compile an Email to send to the Service Provider.
Step 11 - The Email will be fully set up already, all you need to do is click Send. The assigned service provider's email address is filled in, the content is pre-populated and the job card is attached.
Step 12 - New Note or Activity can be recorded to keep track of the process and feedback received.
Step 13 - Once the work has been done and all issues recorded on the ticket has been fixed the ticket can be Resolved
Step 14 - when all is done, click Close Ticket