[{"data":1,"prerenderedAt":682},["ShallowReactive",2],{"content-/tickets-and-issues":3,"docs-toc":395},{"_path":4,"_dir":5,"_draft":6,"_partial":6,"_locale":5,"title":7,"description":8,"type":9,"status":10,"applies_to":11,"last_reviewed":13,"related":14,"body":18,"_type":389,"_id":390,"_source":391,"_file":392,"_stem":393,"_extension":394},"/tickets-and-issues","",false,"Tickets and issues","PropLink's request and support system. Tickets are conversations, issues are findings, work orders are the work itself.","concept","live",[12],"shared","2026-05-10",[15,16,17],"/tickets-and-issues/tickets-vs-issues-vs-work-orders","/maintenance-and-compliance","/portals-and-apps/residenceport",{"type":19,"children":20,"toc":381},"root",[21,29,35,152,165,232,237,244,248,253,259,302,307,313,332,365,371,376],{"type":22,"tag":23,"props":24,"children":26},"element","h1",{"id":25},"tickets-and-issues",[27],{"type":28,"value":7},"text",{"type":22,"tag":30,"props":31,"children":32},"p",{},[33],{"type":28,"value":34},"PropLink has three related but distinct records for the operational side of property management:",{"type":22,"tag":36,"props":37,"children":38},"table",{},[39,68],{"type":22,"tag":40,"props":41,"children":42},"thead",{},[43],{"type":22,"tag":44,"props":45,"children":46},"tr",{},[47,53,58,63],{"type":22,"tag":48,"props":49,"children":50},"th",{},[51],{"type":28,"value":52},"Record",{"type":22,"tag":48,"props":54,"children":55},{},[56],{"type":28,"value":57},"Started by",{"type":22,"tag":48,"props":59,"children":60},{},[61],{"type":28,"value":62},"Looks like",{"type":22,"tag":48,"props":64,"children":65},{},[66],{"type":28,"value":67},"Settled when",{"type":22,"tag":69,"props":70,"children":71},"tbody",{},[72,100,126],{"type":22,"tag":44,"props":73,"children":74},{},[75,85,90,95],{"type":22,"tag":76,"props":77,"children":78},"td",{},[79],{"type":22,"tag":80,"props":81,"children":82},"strong",{},[83],{"type":28,"value":84},"Ticket",{"type":22,"tag":76,"props":86,"children":87},{},[88],{"type":28,"value":89},"A resident, contractor or staff member raises a request",{"type":22,"tag":76,"props":91,"children":92},{},[93],{"type":28,"value":94},"A conversation thread",{"type":22,"tag":76,"props":96,"children":97},{},[98],{"type":28,"value":99},"The conversation reaches a resolution",{"type":22,"tag":44,"props":101,"children":102},{},[103,111,116,121],{"type":22,"tag":76,"props":104,"children":105},{},[106],{"type":22,"tag":80,"props":107,"children":108},{},[109],{"type":28,"value":110},"Issue",{"type":22,"tag":76,"props":112,"children":113},{},[114],{"type":28,"value":115},"A staff member or app user logs something noticed on site",{"type":22,"tag":76,"props":117,"children":118},{},[119],{"type":28,"value":120},"A list of findings with photos and locations",{"type":22,"tag":76,"props":122,"children":123},{},[124],{"type":28,"value":125},"The finding is dismissed or converted to a work order",{"type":22,"tag":44,"props":127,"children":128},{},[129,137,142,147],{"type":22,"tag":76,"props":130,"children":131},{},[132],{"type":22,"tag":80,"props":133,"children":134},{},[135],{"type":28,"value":136},"Work order",{"type":22,"tag":76,"props":138,"children":139},{},[140],{"type":28,"value":141},"A manager dispatches a specific piece of work",{"type":22,"tag":76,"props":143,"children":144},{},[145],{"type":28,"value":146},"A scope of works with a contractor, dates and costs",{"type":22,"tag":76,"props":148,"children":149},{},[150],{"type":28,"value":151},"The work is completed and evidenced",{"type":22,"tag":30,"props":153,"children":154},{},[155,157,163],{"type":28,"value":156},"The distinction matters because the right answer to ",{"type":22,"tag":158,"props":159,"children":160},"em",{},[161],{"type":28,"value":162},"\"the lift is broken\"",{"type":28,"value":164}," is different depending on the audience:",{"type":22,"tag":166,"props":167,"children":168},"ul",{},[169,189,207],{"type":22,"tag":170,"props":171,"children":172},"li",{},[173,175,180,182,187],{"type":28,"value":174},"A ",{"type":22,"tag":80,"props":176,"children":177},{},[178],{"type":28,"value":179},"resident in the lift",{"type":28,"value":181}," raises a ",{"type":22,"tag":80,"props":183,"children":184},{},[185],{"type":28,"value":186},"ticket",{"type":28,"value":188}," (\"the lift between floors 2 and 3 is stuck\").",{"type":22,"tag":170,"props":190,"children":191},{},[192,193,198,200,205],{"type":28,"value":174},{"type":22,"tag":80,"props":194,"children":195},{},[196],{"type":28,"value":197},"site manager doing a walk",{"type":28,"value":199}," logs an ",{"type":22,"tag":80,"props":201,"children":202},{},[203],{"type":28,"value":204},"issue",{"type":28,"value":206}," (\"lift has stopped at floor 2, doors will not open\").",{"type":22,"tag":170,"props":208,"children":209},{},[210,212,217,218,223,225,230],{"type":28,"value":211},"An ",{"type":22,"tag":80,"props":213,"children":214},{},[215],{"type":28,"value":216},"operations manager",{"type":28,"value":181},{"type":22,"tag":80,"props":219,"children":220},{},[221],{"type":28,"value":222},"work order",{"type":28,"value":224}," assigning ",{"type":22,"tag":158,"props":226,"children":227},{},[228],{"type":28,"value":229},"Otis Lift Services",{"type":28,"value":231}," to attend within four hours.",{"type":22,"tag":30,"props":233,"children":234},{},[235],{"type":28,"value":236},"All three are linked and visible against the site.",{"type":22,"tag":238,"props":239,"children":241},"h2",{"id":240},"in-this-section",[242],{"type":28,"value":243},"In this section",{"type":22,"tag":245,"props":246,"children":247},"card-list",{},[],{"type":22,"tag":30,"props":249,"children":250},{},[251],{"type":28,"value":252},"The dedicated pages cover creating tickets, assigning them, threading conversations, linking to other records, email-to-ticket inbound routing, closing and reopening, ticket reports and configuration.",{"type":22,"tag":238,"props":254,"children":256},{"id":255},"where-tickets-come-from",[257],{"type":28,"value":258},"Where tickets come from",{"type":22,"tag":166,"props":260,"children":261},{},[262,272,282,292],{"type":22,"tag":170,"props":263,"children":264},{},[265,270],{"type":22,"tag":80,"props":266,"children":267},{},[268],{"type":28,"value":269},"From ResidencePort",{"type":28,"value":271},", when a resident raises a request.",{"type":22,"tag":170,"props":273,"children":274},{},[275,280],{"type":22,"tag":80,"props":276,"children":277},{},[278],{"type":28,"value":279},"From the Facility Report mobile app",{"type":28,"value":281},", when a site manager logs something.",{"type":22,"tag":170,"props":283,"children":284},{},[285,290],{"type":22,"tag":80,"props":286,"children":287},{},[288],{"type":28,"value":289},"From email",{"type":28,"value":291},", when a configured inbound address routes incoming mail to PropLink.",{"type":22,"tag":170,"props":293,"children":294},{},[295,300],{"type":22,"tag":80,"props":296,"children":297},{},[298],{"type":28,"value":299},"From the admin app",{"type":28,"value":301},", when anyone creates a ticket manually.",{"type":22,"tag":30,"props":303,"children":304},{},[305],{"type":28,"value":306},"Once created, a ticket is a conversation thread. Anyone with access can post a message, attach a file, change the status, change the assignee.",{"type":22,"tag":238,"props":308,"children":310},{"id":309},"categories-priorities-and-slas",[311],{"type":28,"value":312},"Categories, priorities and SLAs",{"type":22,"tag":30,"props":314,"children":315},{},[316,318,323,325,330],{"type":28,"value":317},"Configure under ",{"type":22,"tag":80,"props":319,"children":320},{},[321],{"type":28,"value":322},"Settings → Ticket categories",{"type":28,"value":324}," and ",{"type":22,"tag":80,"props":326,"children":327},{},[328],{"type":28,"value":329},"Settings → Ticket SLAs",{"type":28,"value":331},":",{"type":22,"tag":166,"props":333,"children":334},{},[335,345,355],{"type":22,"tag":170,"props":336,"children":337},{},[338,343],{"type":22,"tag":80,"props":339,"children":340},{},[341],{"type":28,"value":342},"Categories",{"type":28,"value":344},": common request types (maintenance, complaint, query, antisocial behaviour). Each category can route to a default team and apply a default SLA.",{"type":22,"tag":170,"props":346,"children":347},{},[348,353],{"type":22,"tag":80,"props":349,"children":350},{},[351],{"type":28,"value":352},"Priorities",{"type":28,"value":354},": Low, Medium, High, Urgent. Affects notifications and reporting.",{"type":22,"tag":170,"props":356,"children":357},{},[358,363],{"type":22,"tag":80,"props":359,"children":360},{},[361],{"type":28,"value":362},"SLAs",{"type":28,"value":364},": service-level agreements set the first-response and resolution targets per category and priority.",{"type":22,"tag":238,"props":366,"children":368},{"id":367},"closing-the-loop",[369],{"type":28,"value":370},"Closing the loop",{"type":22,"tag":30,"props":372,"children":373},{},[374],{"type":28,"value":375},"When a ticket is resolved, the resolution is posted to the thread. ResidencePort surfaces it to the original requester. Tickets can be reopened if the resolution does not stick.",{"type":22,"tag":30,"props":377,"children":378},{},[379],{"type":28,"value":380},"Closed tickets remain in the system permanently. They are search-indexed and contribute to reporting on operational performance.",{"title":5,"searchDepth":382,"depth":382,"links":383},3,[384,386,387,388],{"id":240,"depth":385,"text":243},2,{"id":255,"depth":385,"text":258},{"id":309,"depth":385,"text":312},{"id":367,"depth":385,"text":370},"markdown","content:11.tickets-and-issues:index.md","content","11.tickets-and-issues/index.md","11.tickets-and-issues/index","md",{"_path":4,"_dir":5,"_draft":6,"_partial":6,"_locale":5,"title":7,"description":8,"type":9,"status":10,"applies_to":396,"last_reviewed":13,"related":397,"body":398,"_type":389,"_id":390,"_source":391,"_file":392,"_stem":393,"_extension":394},[12],[15,16,17],{"type":19,"children":399,"toc":676},[400,404,408,502,511,561,565,569,572,576,580,615,619,623,637,664,668,672],{"type":22,"tag":23,"props":401,"children":402},{"id":25},[403],{"type":28,"value":7},{"type":22,"tag":30,"props":405,"children":406},{},[407],{"type":28,"value":34},{"type":22,"tag":36,"props":409,"children":410},{},[411,433],{"type":22,"tag":40,"props":412,"children":413},{},[414],{"type":22,"tag":44,"props":415,"children":416},{},[417,421,425,429],{"type":22,"tag":48,"props":418,"children":419},{},[420],{"type":28,"value":52},{"type":22,"tag":48,"props":422,"children":423},{},[424],{"type":28,"value":57},{"type":22,"tag":48,"props":426,"children":427},{},[428],{"type":28,"value":62},{"type":22,"tag":48,"props":430,"children":431},{},[432],{"type":28,"value":67},{"type":22,"tag":69,"props":434,"children":435},{},[436,458,480],{"type":22,"tag":44,"props":437,"children":438},{},[439,446,450,454],{"type":22,"tag":76,"props":440,"children":441},{},[442],{"type":22,"tag":80,"props":443,"children":444},{},[445],{"type":28,"value":84},{"type":22,"tag":76,"props":447,"children":448},{},[449],{"type":28,"value":89},{"type":22,"tag":76,"props":451,"children":452},{},[453],{"type":28,"value":94},{"type":22,"tag":76,"props":455,"children":456},{},[457],{"type":28,"value":99},{"type":22,"tag":44,"props":459,"children":460},{},[461,468,472,476],{"type":22,"tag":76,"props":462,"children":463},{},[464],{"type":22,"tag":80,"props":465,"children":466},{},[467],{"type":28,"value":110},{"type":22,"tag":76,"props":469,"children":470},{},[471],{"type":28,"value":115},{"type":22,"tag":76,"props":473,"children":474},{},[475],{"type":28,"value":120},{"type":22,"tag":76,"props":477,"children":478},{},[479],{"type":28,"value":125},{"type":22,"tag":44,"props":481,"children":482},{},[483,490,494,498],{"type":22,"tag":76,"props":484,"children":485},{},[486],{"type":22,"tag":80,"props":487,"children":488},{},[489],{"type":28,"value":136},{"type":22,"tag":76,"props":491,"children":492},{},[493],{"type":28,"value":141},{"type":22,"tag":76,"props":495,"children":496},{},[497],{"type":28,"value":146},{"type":22,"tag":76,"props":499,"children":500},{},[501],{"type":28,"value":151},{"type":22,"tag":30,"props":503,"children":504},{},[505,506,510],{"type":28,"value":156},{"type":22,"tag":158,"props":507,"children":508},{},[509],{"type":28,"value":162},{"type":28,"value":164},{"type":22,"tag":166,"props":512,"children":513},{},[514,528,542],{"type":22,"tag":170,"props":515,"children":516},{},[517,518,522,523,527],{"type":28,"value":174},{"type":22,"tag":80,"props":519,"children":520},{},[521],{"type":28,"value":179},{"type":28,"value":181},{"type":22,"tag":80,"props":524,"children":525},{},[526],{"type":28,"value":186},{"type":28,"value":188},{"type":22,"tag":170,"props":529,"children":530},{},[531,532,536,537,541],{"type":28,"value":174},{"type":22,"tag":80,"props":533,"children":534},{},[535],{"type":28,"value":197},{"type":28,"value":199},{"type":22,"tag":80,"props":538,"children":539},{},[540],{"type":28,"value":204},{"type":28,"value":206},{"type":22,"tag":170,"props":543,"children":544},{},[545,546,550,551,555,556,560],{"type":28,"value":211},{"type":22,"tag":80,"props":547,"children":548},{},[549],{"type":28,"value":216},{"type":28,"value":181},{"type":22,"tag":80,"props":552,"children":553},{},[554],{"type":28,"value":222},{"type":28,"value":224},{"type":22,"tag":158,"props":557,"children":558},{},[559],{"type":28,"value":229},{"type":28,"value":231},{"type":22,"tag":30,"props":562,"children":563},{},[564],{"type":28,"value":236},{"type":22,"tag":238,"props":566,"children":567},{"id":240},[568],{"type":28,"value":243},{"type":22,"tag":245,"props":570,"children":571},{},[],{"type":22,"tag":30,"props":573,"children":574},{},[575],{"type":28,"value":252},{"type":22,"tag":238,"props":577,"children":578},{"id":255},[579],{"type":28,"value":258},{"type":22,"tag":166,"props":581,"children":582},{},[583,591,599,607],{"type":22,"tag":170,"props":584,"children":585},{},[586,590],{"type":22,"tag":80,"props":587,"children":588},{},[589],{"type":28,"value":269},{"type":28,"value":271},{"type":22,"tag":170,"props":592,"children":593},{},[594,598],{"type":22,"tag":80,"props":595,"children":596},{},[597],{"type":28,"value":279},{"type":28,"value":281},{"type":22,"tag":170,"props":600,"children":601},{},[602,606],{"type":22,"tag":80,"props":603,"children":604},{},[605],{"type":28,"value":289},{"type":28,"value":291},{"type":22,"tag":170,"props":608,"children":609},{},[610,614],{"type":22,"tag":80,"props":611,"children":612},{},[613],{"type":28,"value":299},{"type":28,"value":301},{"type":22,"tag":30,"props":616,"children":617},{},[618],{"type":28,"value":306},{"type":22,"tag":238,"props":620,"children":621},{"id":309},[622],{"type":28,"value":312},{"type":22,"tag":30,"props":624,"children":625},{},[626,627,631,632,636],{"type":28,"value":317},{"type":22,"tag":80,"props":628,"children":629},{},[630],{"type":28,"value":322},{"type":28,"value":324},{"type":22,"tag":80,"props":633,"children":634},{},[635],{"type":28,"value":329},{"type":28,"value":331},{"type":22,"tag":166,"props":638,"children":639},{},[640,648,656],{"type":22,"tag":170,"props":641,"children":642},{},[643,647],{"type":22,"tag":80,"props":644,"children":645},{},[646],{"type":28,"value":342},{"type":28,"value":344},{"type":22,"tag":170,"props":649,"children":650},{},[651,655],{"type":22,"tag":80,"props":652,"children":653},{},[654],{"type":28,"value":352},{"type":28,"value":354},{"type":22,"tag":170,"props":657,"children":658},{},[659,663],{"type":22,"tag":80,"props":660,"children":661},{},[662],{"type":28,"value":362},{"type":28,"value":364},{"type":22,"tag":238,"props":665,"children":666},{"id":367},[667],{"type":28,"value":370},{"type":22,"tag":30,"props":669,"children":670},{},[671],{"type":28,"value":375},{"type":22,"tag":30,"props":673,"children":674},{},[675],{"type":28,"value":380},{"title":5,"searchDepth":382,"depth":382,"links":677},[678,679,680,681],{"id":240,"depth":385,"text":243},{"id":255,"depth":385,"text":258},{"id":309,"depth":385,"text":312},{"id":367,"depth":385,"text":370},1778601704156]