Managing a Ticket: A Contractor's Guide

Use this article to navigate the Tickets module and to guide a ticket from new to closed.

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 - How to assign to and notify a trade partner

   6. Division & Section

   7. Root Cause 

   8. Comments 

   9. Attachments 

   10. History  

3. Reports  
4. Insights  
   
   

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. To associate a ticket to an Asset, type in the tag ID. At that point, a list of assets matching your search will appear. If the Assets module is empty, simply type an in an asset ID.  Select one or more to link to your ticket.

Use Location to identify where in your facility the issue is taking place. If the Locations module is empty, simply use the text box below to enter a search. Type in as specific of a room/space as possible. Use the drop-down options below Multiple Locations to select a Level and Room. 

Trade Partner Assignment (#5)

Before you get started and as the Contractor, you've reviewed this ticket for accuracy and validity before assigning it to a trade partner. 

To assign to a Trade Partner, follow these steps:

1. Click Edit from the Trade Partner Assignment section.
2. In the Choose Trade Partner tab, begin typing either their name, email or company. A list of contacts with the Trade Partner job title will appear. This list is not project specific.
3. Choose a Due Date for your Trade Partner to respond or complete the ticket. 
4. Only fill in the Completion Date when the Trade Partner has completed repairs and your Client confirms their receipt of the repairs. 
5. Click Notify to begin an email notification to the selected trade. 
    
   1. Select your Trade by using the To filed.
   2. Copy (CC) to include all associated contacts such as requester, client contact, watcher(s), and warranty manager.
   3. The SUBJECT will be auto-filled.
   4. The Body will populate with details from your ticket. You can also type in any details needed.
   5. Utilize Attachments to add further documents, photos, etc. 
6. Click Send to notify the Trade Partner. 

Make sure to click Save (from the Trade Partner Assignment section) after notifying the trade. 

Your selected Trade Partners will receive an email notification that they have been assigned to a ticket in SiteLine. The email includes a link that will take them directly to the ticket.

Division & Section (#6)

To help develop ticket analytics, make sure to update the Division and Section portions of your tickets to categorize the scope of issues.

To assign a Division and Section, click Edit in Issue Assignment. 

To add another Division and Section, simply click on "+ Add Another Division/Section"  to repeat the previous steps. 

Click Save. 

Root Cause (#7)

Upon resolution of the issue covered in the ticket, update the Root Cause section.

To update the Root Cause:

• Scroll down to the Root Cause Analysis section
• Click Edit 
• Select an option from the Root Cause list 
• Use the Contributing Factors / Details section, and elaborate on the cause
• Click Save 

Your Root Cause selections contribute to the Analytics analysis. 

Comments (#8)

The Comments tab is a great way for you to collaborate between clients, contractors, and trade partners while recording the conversation directly within the ticket. 

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 your 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.

Insights

To view the Insights tab for your facility, open the Tickets module. 

Click the Insights tab. 

The Insights that are available are: 

1. Open and Closed tickets by Trade Contractor
2. Tickets by Root Cause
3. Tickets by Project
4. Tickets by Division
5. Tickets Open vs. Closed 

Understanding the Charts 

Hover over any bar in the bar chart,  pie chart, or data point on the graph to view the corresponding data and counts.  

 

Questions?

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