Change the Status of a Warranty Ticket

Background

As the Warranty Ticket progresses through the workflow, it's status tells you who is responsible for the next action. Changing the status allows all users associated to the Ticket to stay up to date on its progress. 

Required User Permissions

Project Administrators, Project Editors, Facility Administrators, and Facility Editors can change the status of a warranty ticket.

It's recommended that the Contractor update the status of the ticket. 

Steps

1. Navigate to the Warranty Tickets Module.
2. Select the relevant ticket from the grid. 
3. Select a status from the following list:
   1. New: When a ticket is created, this status is selected automatically, and a notification is sent to all users associated with the ticket.
   2. Contractor Assessment: The Contractor should select this status to confirm receipt of the ticket and let the owner know they have begun to assess the issue. It can also be used by the owner if they want to move the ball-in-court back to the Warranty Manager from the Owner's Action status.
   3. Trade Partner Notified: When a notification has been sent to a Trade Partner, this status is selected automatically. It can also be used by the contractor if they want to move the ball-in-court back to the Trade Partner. 
   4. Work Complete: When the Trade Partner has completed their work (but the Contractor has not yet confirmed the issues resolution) then this status should be selected.
   5. Root Cause Pending: If the root cause of an issue hasn't been identified, this status should be used. The status of a ticket cannot be changed to ‘Closed’ until the root cause has been provided.
   6. Owner’s Action: The Contractor should select this status to move the ball-in-court to the Owner to confirm the issue is resolved. 
   7. Closed: The Contractor should select this status when the Owner has clearly stated they are satisfied the issue's resolution. This status ends the workflow.  
   8. Closed – Non-Warranty: The contractor should select this status if the ticket created by the Owner is not in the scope of the agreed warranty, ending the workflow in SiteLine.
   9. Cancelled: The Contractor and/or Owner can select this status to cancel the ticket and end the workflow.
   10. Change Order Request: The contractor should select this status if the ticket created is really a Change Order, ending the workflow in SiteLine.
4. Statuses are automatically saved upon selection.

Additional Information

Notifications are automatically sent to all users associated with a ticket when its status is changed to: ‘New’, ‘Owners Action’, ‘Closed’, ‘Closed – Non-Warranty’ or ‘Cancelled’.

The Division and Section fields in the Issue Assignment section of the ticket must be completed before the status of a ticket can be changed from ‘New’ after it’s been created.

The ‘Root Cause’ must be completed before the status of a Warranty Ticket can be changed to ‘Closed’.

Statuses are displayed in the Warranty Ticket List as icons, hovering the mouse over the icon will show the name of the status.

The History Tab in the Warranty Ticket will log all changes to the Status including who performed the change, what it was changed from, what it was changed to, and the date and time of the change. Items in this history cannot be deleted.