Reviewing or editing a ticket

This article covers reviewing or editing an existing ticket from a building user perspective, both through the Web interface and mobile app. If you are a Facilities operative or admin, you can review tickets through 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 and 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 ticket's detail page, which shows all the 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 log in to review the communication here. You can also reply directly by clicking 'Add' when on the communication tab.

Uploading a photo or document to a ticket

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

Changing ticket status to closed

When a ticket is promoted or linked to an issue, it 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).