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      Warranty Tickets: A Contractor's Guide

      Learn how to manage warranty tickets and collaborate with the owner, tenants and trade partners.

      For information on setting up SiteLine to manage warranty issues on your project, check out this article.

      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.  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 & Assign New Tickets - The Warranty Manager for the project will receive a notification for each new warranty ticket.  Review the ticket and confirm that the issue is covered by the construction warranty.  It's a good practice to assign a CSI division and section to the issue - reports and insights use the division and section to group issues.

      NOTE: You must assign the CSI division and section to an issue before you can change the status of a ticket.

        • Assign - Valid warranty tickets should be assigned to a trade partner for resolution. You should select a Due Date and use the Notify button to send an email to the assignee.  Click to Save the Trade Partner Assignment and change the ticket status to Trade Partner Notified.
        • Clarify - If you need more information about the issue, you can open the ticket and send a Message or Comment to the requester to confirm the details. Change the ticket status to Owner's Action.
        • Cancel - If the issue is not covered by the construction warranty, you can cancel the ticket and send a Message or Comment to the requester to explain why the issue is not covered by warranty.  Change the ticket status to Cancelled.
      • Track Ticket Progress - Visit SiteLine periodically to review open warranty tickets and update their status.
        • Check for Comments - Owners, tenants and trade partners may add information or questions to the ticket in the Comments section.
        • Send reminders for pending and overdue tickets - Use Comments to remind trade partners about tickets that are assigned to them.
      • Confirm Resolution and Close Tickets -  Trade partners should update the completion date on tickets when they the issue has been fixed.  
        • Ask Requester for Confirmation - If you would like the person who created the ticket to confirm it has been fixed, send a Message or a Comment to them and change the status to Owner's Action.
        • Change Status to Closed - When the issue has been resolved, update the ticket to select a Root Cause and and contributing factor details and change the status to Closed.

      Questions?

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