Issues

An issue is a problem reported on a site. Site managers log them on walks, residents log them through ResidencePort, contractors log them when they spot something during a job. Issues are the raw input that becomes work orders.

Where issues come from

• Site managers logging from the Facility Report mobile app during site walks.
• Residents raising requests on ResidencePort.
• Contractors flagging something they saw alongside their main job.
• Office staff logging from the admin app after phone calls or emails.
• External feeds (security alarms, water leak detectors) when integrations are configured.

Anatomy of an issue

Log an issue

1. Open the site and click Issues → Add issue.
2. Enter title, description, category, priority.
3. Pin to a building, floor or space if you can.
4. Add photos.
5. Save.

The issue appears in the site's Issues tab and on the operations dashboard.

Triaging

When a new issue arrives:

1. Open the issue.
2. Decide what to do: assign to staff, dismiss with a reason, or convert to a work order.
3. Pick the action.

Triaging is recorded on the issue's history with the user and the time. Most issues are triaged within an hour during business hours.

Convert an issue into a work order

For anything that needs a contractor:

1. Open the issue.
2. Click Convert to work order.
3. The work order pre-fills with the issue's title, location, category and photos.
4. Add a scope of works for the contractor.
5. Pick a vendor and send the invitation.

The issue and work order are linked. Closing the work order automatically resolves the issue.

Multiple issues, one work order

Sometimes you batch issues into a single work order. The classic example: weekly handyman visit picking up a list of small repairs.

1. Open the issues list, filter by category and site.
2. Tick the issues you want to bundle.
3. Click Bulk convert to one work order.
4. PropLink creates a single work order with all the issues attached.

When the contractor closes the work order, all linked issues resolve at once.

Resolving an issue without a work order

Some issues are resolved by site staff without dispatching a contractor:

1. Open the issue.
2. Click Resolve.
3. Pick the resolution: fixed in-house, no further action, advice given, refer to insurer.
4. Add a note.

The resolution shows on the issue's history.

Dismissing an issue

Some issues are not actionable: duplicates, reports that turn out to be incorrect, requests outside the agent's remit:

1. Open the issue.
2. Click Dismiss.
3. Pick a reason: duplicate, not actionable, incorrect, out of scope.
4. Add a note explaining.

The reporter is notified with the reason.

Issue trends

The Issue trends report under Reporting → Operational shows:

• New issues per week per site.
• Time-to-triage and time-to-resolve.
• Most common categories.
• Issues by reporter type (resident, contractor, staff).

Useful for spotting recurring problems before they become emergencies.