Assign a Warranty Ticket to a Trade Partner

Background

When a Warranty Ticket has been created, the Contractor may need a Trade Partner to resolve the issue. Having your Trade Partners collaborate on the Ticket in SiteLine gives you a single source of truth and comprehensive record of the Warranty Ticket’s lifecycle.

Required User Permissions

Project Administrators, Project Editors, Facility Administrators, and Facility Editors can assign a Warranty Ticket to a Trade Partner.

Steps

1. Navigate to the Warranty Tickets Module. You can do this from the facility homepage by clicking ‘View All’ under the Warranty Tickets section, or by clicking the wrench icon in the left-hand sidebar.
2. Select the relevant ticket from the grid. You can also access your ticket via the link contained in the email notification you received when the ticket was created.
3. Click 'Edit' next to the Trade Partner Assignment Section.
4. Enter the following information:
   1. Trade Partners: Select a trade partner from the drop-down list or begin typing their name or company to filter the list. Users and Companies must be in the Project Directory and have logged in to create their account before you can assign them a Warranty Ticket.
   2. Due Date: Type or select on the calendar the date you require the issue to be resolved by.

1. Click ‘Notify’. A window will appear containing a draft template of the email notification the Trade Partner will receive. If you click ‘Save’ before ‘Notify’, the ticket will be updated but the Trade Partner will not be notified.
2. Edit the email template:
   1. To: This field is auto-populated to the Trade Partner you selected and cannot be changed.
   2. CC: Users associated to the ticket are CC’d automatically. If you need to add someone that is not already on the ticket, type their email address. People you CC that have not been added to the Project Directory will not be able to login and view the ticket.
   3. Subject: By default, our Warranty Ticket template has been applied, but you can delete/edit the email subject.
   4. Body: By default, our Warranty Ticket template has been applied, but you can delete/edit the body of the email. We recommend leaving the link to the Ticket in the body of the email for easy access.
   5. Include Attachments: Checking the box adds all attachments on the ticket as attachments to the email. 
3. Click ‘Send’.

Additional Information

Upon assigning a Trade Partner, the Status of the ticket will automatically change to 'Trade Partner Notified'.