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      Warranty Tickets: A Contractor's Guide

      Learn how to manage warranty tickets and collaborate with owners, 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.  Click on a ticket to open the Ticket Details panel on the right side of the screen.

      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 category to the issue so that you can group issues by category in your reports.
        • Assign - Valid warranty tickets should be assigned to a trade partner for resolution.  Click on the Assignments tab on the right side of the Ticket Details panel and select one or more assignees from the project team list.  Click the checkbox to confirm and change the status to Assigned.
        • Click the Schedule tab in the Ticket Details panel and pick a Due Date.   The Due Time is automatically set to end of day (5PM), but you can choose a different time.
        • Comments - If you need more information about the issue, you can  send a Comment to the requester to confirm the details. Click on Comments in the ticket heading and enter your comment in the Comments panel.  You can use the "@user" tag to send an email with your comment to anyone on the project.  You can also add attachments to a comment.  Click the Send button to finish the comment.

          Change the ticket status to On Hold.
        • 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 Closed-Non Warranty
      • 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 Comment to them and change the status to Pending Response.
        • 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.