Collaborating on a Ticket: A Client's Guide

Use this article to navigate the Tickets module and collaborate with the contractor and trade partner on each ticket.

We'll cover the following topics:

1. Warranty Tickets List - Layout and Key Features
2. Ticket Layout

   1. Info & Details

   2. Ticket Status & Symbols 

   3. Associated Contacts - Client Contact, Requester, & Watcher(s)

   4. Asset & Location Details

   5. Trade Partners 

   6. Division & Section

   7. Root Cause 

   8. Comments 

   9. Attachments 

   10. History  

3. Reports  
   
   

Warranty Tickets

Warranty Tickets is the cumulative list of all tickets submitted for your facility. 

To access your facility's list of tickets select either the wrench icon in the navigation panel on the left-hand side of your screen or the View All button on your facility's dashboard. 

You have the option to filter your list of tickets with any combination of: 

1. Ticket Status
2. Assigned Project
3. Notified Trade Partner

Select Reports if you'd like to export an un/filtered list. 

Ticket Layout

Take a closer look at this image to learn more about each section (details below). 

Ticket Details & Info (#1)

These two sections layout the details provided at the time of ticket creation (Priority, Project, Description, and Title) as well as the details created when it was entered (Ticket number and submitted). 

Priority, Project, and Description can be updated while Ticket Number, Title, and Submitted are locked. 

Ticket Statuses & Symbols (#2)

Take a closer look at each symbol, icon and status.

Below is a list of the Warranty Ticket Statuses and Symbols used within SiteLine. 

The "New", "Owner's Action", "Closed", "Closed - Non-Warranty", and "Cancelled" statuses send out automatic notifications to all who are associated with the ticket. 

You can progress the ticket through various statuses as a resolution appears. 

Associated Contacts (#3) 

Client Contact -  Use this to select a contact from the team that will be the primary contact for this ticket. This contact can be updated. To update:

Requester - Use this to identify who filled out the ticket. This field cannot be revised. 

Watcher(s) - Use this feature to identify others on the team who need to know about this issue. They are others on the team who want to know about the issue but do not require any further action. Ideally, this group will be assigned during the ticket's creation to receive a notification of the ticket's entry into SiteLine. This list can be updated (within the existing ticket) at any time. 

To make changes: 

1. Open ticket
2. Click Edit in Watchers List 
   
3. Un/check associated users (this list will only display users that are associated to the project selected in the ticket).
   
4. Click Update to save your changes.

Asset and Locations Details (#4)

Assets are specific pieces of equipment furnished and installed by the Contractor and imported into the Assets module. This information should be provided at the time the ticket is created. Contact the Contractor if this information needs to be updated. 

Use Location to identify where in your facility the issue is taking place. This information should be provided at the time the ticket is created. Contact the Contractor if this information needs to be updated. 

Trade Partner Assignment (#5)

The Contractor will assign this ticket to a Trade Partner.  As the Client, you do not need to update this information but is visible for your reference.  

Division & Section (#6)

As the Client, these selections are made available to you at the time the ticket if filled out and entered into SiteLine. The Contractor will be responsible to correctly associating 1 or more Division/Section choices.

Root Cause (#7)

Once you, the Client, have provided your stamp of approval that they related issue has been corrected and the Contractor has been notified, the Contractor will update the Root Cause section with the best selection. 

Comments (#8)

The Comments tab is a great way for clients, contractors, and trade partners to collaborate and communicate directly in a ticket regarding the specified issue. 

To add a comment: 

• Open the Comments tab within the ticket. 
• Type in a comment in the open text box. Tag user(s) if desired. 
• Select Post Comment to complete. 

Attachments (#9)

Attachments are a great way to further illustrate the existing issue. Attachments should be included at the time of the creation of the ticket, but if changes need to be made post-entry, use the Attachments tab to make edits. 

To make changes to Attachments: 

• Select the Attachments tab within a ticket
• Add or Delete an Attachment (You must be the individual who uploaded the attachment in order to remove it. ) 
  
  • Add a mini description of the file for future quick reference
  • Files supported: .pdf, Microsoft Office, videos
  • Keep attachments to less than 10MB each

History (#10)

The History tab is a great resource to look at changes, updates, dates, etc. of the ticket. 

To review the ticket's History:

• Within the ticket, click the History tab. 
• Review the ticket's history. **Your permissions may limit what entries you see**

Reports

To download a Warranty Ticket Report: 

• Open the Tickets module.
• Apply any filters, if needed.
• Select "Download Reports" and select "Warranty Tickets" from the menu.

•  The Report tab will download as an excel file.  
•  Filter, sort, and print as needed.

Questions?

Reach out to VueOps SiteLine Support at support@vueops.com for further assistance.