Linking tickets

Tickets get more useful when they are linked to the records they affect. PropLink supports linking to a site (always), a unit, an issue, a work order, a contact, a bill or a file.

Why linking matters

A linked ticket:

• Appears on the linked record's history.
• Surfaces in reports about that record.
• Cascades when the linked record is closed (a work order completing can resolve a ticket).
• Helps the next person who picks up the ticket understand the context without reading the whole thread.

Add a link

1. Open the ticket.
2. Click Linked records → Add link.
3. Pick the kind of record (unit, issue, work order, etc.).
4. Search for it.
5. Pick it.

The linked record now shows on the ticket's right panel. The ticket also shows on the linked record's page.

Link automatically on creation

Tickets created from certain places link automatically:

• A ticket raised on a unit's page links to that unit.
• A ticket raised from a work order's page links to that work order.
• A ticket raised from an issue links to that issue.
• A ResidencePort ticket links to the resident's primary unit.

Cascade behaviour

When a linked record changes status, the ticket may cascade:

• Work order closed — the linked ticket can be auto-resolved if you turned that on under Settings → Ticket cascade rules.
• Issue resolved — same.
• Unit archived — open tickets on that unit move to Awaiting closure and prompt the assignee.

You can disable cascading on a per-ticket basis if the ticket needs to remain open for a different reason.

Removing a link

1. Open the ticket.
2. Find the link in the right panel.
3. Click the actions menu → Remove link.

The link disappears from both records. The history records the removal.

Linking to external records

For records that are not in PropLink (a complaint to the Property Ombudsman, a tribunal application), use a note with a free-text reference. There is no formal link record but the reference is searchable.