Learn how to use SiteLine to manage warranty tickets that are assigned to you.
As a Trade Partner, you can set up a SiteLine user account so that you can view and manage warranty issues online. SiteLine also supports email communication, so that you can receive and respond to warranty issues without needing to log into SiteLine.
Click here for more information on setting up your SiteLine account.
Warranty Tickets
Warranty Tickets are typically added by the owner or tenant and then follow an automated workflow so that the Contractor can assign it to a trade partner to complete the repair.
To view the list of warranty tickets in SiteLine, select either the Wrench icon in the left-side navigation panel or click the View All button on your facility's home page.
The Warranty Ticket list shows summary information about each ticket. As a Trade Partner, you will only see tickets that have been assigned to you. Use the filters at the top of the list to view a subset of the tickets, or enter text into the search box to find specific tickets.
Ticket Workflow
- Review New Tickets - You will receive an email when a new warranty ticket is assigned to you. The email will provide a summary of the issue and a link to open the ticket in SiteLine where you can view more details.
- Contact the Client to Schedule Repairs - Use the contact information in the email (or reply-all) to schedule inspection and repair of the issue. You can also use Comments in the SiteLine ticket to contact the client.
- Complete Repairs and Notify the Client and Contractor - When you have fixed the issue, take a photo of the completed work and add it to the SiteLine ticket or reply to the SiteLine email with the photo as an attachment.
Additional Details
- Comments
- The Comments tab is a great way for you to collaborate with the client and contractor as you work your way through understanding, repairing, and completing the issue.
- Use the Comments in place of emails, text messages, or phone calls. Doing so keeps track of the conversation, provides clarity of anyone just joining the topic and keeps a full history of the ticket's lifecycle.
Tip: To notify any particular user(s) in a comment, type '@' before their name. SiteLine will respond with a list of users matching your text. Select the user you'd like to send a direct notification. Repeat if needed.
- Photos & Attachments
- Photos and Attachments are a great way to illustrate an issue. These may be included when the ticket is created, but you can use these fields to add new information as the ticket progresses. When you have completed the requested task, take pictures of the repairs/replacements/etc. and add them to the ticket.
- Photos and Attachments are a great way to illustrate an issue. These may be included when the ticket is created, but you can use these fields to add new information as the ticket progresses. When you have completed the requested task, take pictures of the repairs/replacements/etc. and add them to the ticket.
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- File types supported: Photos, Videos, PDF, Microsoft Office
- Keep attachments to less than 5GB each
- History
SiteLine tracks all of the updates and changes to a ticket in the History tab, located in the heading of the Ticket Detail panel. The ticket history opens in its own panel to the left of the Ticket Detail panel.
Questions?
Reach out to VueOps SiteLine support at support@vueops.com for further assistance.