Reviewing or editing a ticket

Here we show the process of reviewing and/or editing a ticket as a building user.

This article runs through reviewing or editing an existing a ticket from a building user perspective, both through the Web interface and mobile app. I f you are a Facilities operative or admin, you can review tickets by the Facilities Management dashboard.

Step 1 - Open up your Ticket Manager, by going into the relevant project and clicking on the Tickets menu in the main menu as shown below.

Step 2 - The ticket manager will show any tickets you have previously raised along with their current status. You can edit a ticket to add additional information, attach a photo or send a message to the ticket owner (the FM operative who has been assigned your ticket). To do this, click 'View' on the ticket you want to review/edit.

This will open the tickets detail page, showing all information about the ticket. Here you can add correspondence, or attach a photo or document to the ticket.

Adding a comment and note to a ticket

Click the communication tab to review any communication between you (the ticket raiser) and the FM operative who has been assigned your ticket. If the FM operative responds to your ticket, you will get an email notifying you, and you can login to Review the communication here. You can also reply directly by clicking 'Add' when on the communication tab

Uploading a photo or doument to a ticket

You can add a photo to the ticket at any time by clicking on the 'Attachment' tab in the ticket. Here, you can click the 'Add' button, then select the photo or file you wish to upload.

Changing ticket status to closed

When the ticket is promoted or linked to an issue, the ticket will be closed when the issue’s status becomes resolved. It is possible to manually close a ticket, however this option is only available when the ticket is not linked to any Issue.

To close a ticket, open the ticket and then click ‘manually close’ (only available when not linked to an issue).