Issues
Issues is where staff and admins read and work tickets. Residents see their own
issues there too, laid out as cards (resident guide).
This page covers the staff view: community admins, and anyone in a
work group.
The counts along the top
Four tiles count the active tickets in what you are looking at:
| Tile | Counts |
|---|---|
| Open | Tickets nobody has started |
| In progress | Tickets being worked |
| Unassigned | Tickets with no group or person on them |
| Past SLA | Tickets still open longer than their issue type's SLA allows |
Each tile is also a filter. Click Past SLA and the list shows only the late tickets. Click it again, or the Past SLA only button beside the filters, to see everything again. The counts follow your other filters. With Assignee set to Assigned to me, for example, they count only your tickets.
A ticket is late only while it is Open or In Progress. A resolved or closed ticket has no closing time to judge it by, so it never counts as late, the same rule the work order report uses. A category with no SLA hours is never late.
Tabs
| Tab | Shows |
|---|---|
| Active | Open and In Progress tickets |
| Closed | Resolved and Closed tickets |
| Recurring | Community admins only: the schedules that file tickets |
Searching and filtering
The search box matches the ticket number (TC-0142), category, location,
description, and the reporter's name or email.
| Filter | Narrows to |
|---|---|
| Community | One community, or all of them. Only shown when you work in more than one |
| Assignee | Everyone, Assigned to me, My group (work group members), or Unassigned |
| Category | One issue type |
| Status | Closed tab only: Resolved or Closed |
| Filed | A period by filing date, or a custom range |
Work group members land on their own queue: supervisors on My group, and employees and contractors on Assigned to me.
On a phone the filters sit behind a Filters button, which shows how many are set.
Reading a row
| Column | What it shows |
|---|---|
| Issue | Ticket number, category and the first line of the description. linked marks a ticket linked to others, scheduled one filed by a recurring schedule |
| Location | Where it is, and who reported it. Hover the name for their email |
| Assignee | The person working it, the group it sits with, or an Assign button |
| Status | Open (amber), In Progress (blue), Resolved (green), Closed (grey) |
| Filed | How long ago it came in (hover for the exact time), and how far past its SLA if it is late |
Click a row to open the ticket. Assign opens it too: assigning a group or person happens on the ticket itself.
The list refreshes itself every minute while you have it open. In the All communities view it doesn't, so reload the page to see new tickets.
Work order report
Work order report prints the tickets filed in a period as a document for a board meeting, an owner or an insurer. It covers the whole community for that period, whatever tab or assignee filter you have on, so nothing is quietly left out. If you have narrowed the list with Filed, the report starts on that period.